The word "Austerity" has, quite understandably, been voted the word of the year, but with mixed reactions. While we see violent protests in Greece, the Indian reaction was characterised by comical comments about travelling in "Cattle Class" and some symbolic attempts at reigning in the growing wasteful expenditure. As an individual, our reaction to the most important things in our daily lives, is serious in nature. Why, then, is our reaction to most isues affecting the nation, symbolic?
In your opinion, which word or phrase could qualify as the word/phrase of the decade? I would vote for "Customer Care" - the phrase we see everywhere - on boxes of cereals, jam & pickle bottles, your mobile phone bills, Banks, online stores, Haldiram Bhujia, service centers and websites covering thousands of products & services. The question here is how much of it is just symbolic?
There was a time when we could expect the best individual attention at a bank (& there is still one bank that I know of where I can always exect the best service at no extra cost!). A decade ago, the worlds' businesses "looked inward" & discovered the large savings that were possible through cost arbitrage. The call centers were born and as of today, more and more services are moving their customer care to call centers.
When organizations choose to move their most important function - that of Customer care - to call centers, then the customer care function is nothing more than mere symbolism. Even if the phrase "Customer care" were actually be voted the phrase of the decade, it would largely remain symbolic.
In your opinion, which word or phrase could qualify as the word/phrase of the decade? I would vote for "Customer Care" - the phrase we see everywhere - on boxes of cereals, jam & pickle bottles, your mobile phone bills, Banks, online stores, Haldiram Bhujia, service centers and websites covering thousands of products & services. The question here is how much of it is just symbolic?
There was a time when we could expect the best individual attention at a bank (& there is still one bank that I know of where I can always exect the best service at no extra cost!). A decade ago, the worlds' businesses "looked inward" & discovered the large savings that were possible through cost arbitrage. The call centers were born and as of today, more and more services are moving their customer care to call centers.
When organizations choose to move their most important function - that of Customer care - to call centers, then the customer care function is nothing more than mere symbolism. Even if the phrase "Customer care" were actually be voted the phrase of the decade, it would largely remain symbolic.
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