Apropos Rahul Jacob's column "The private public sector" (Country Code, November 16), organisations in India, whether public or private sector, or multinational corporations are not known for good customer service. Whether you go to private malls, public-sector hotels or foreign banks, an unwelcoming raised eyebrow greets you rather than a smile. A major reason for such apathy is that customers are not yet keen to exercise their rights and choices (of supplier) emphatically. The Consumer Protection Act has failed to energise them because of rigid procedural requirements and the subsequent delays in getting justice.
A prime source of customer satisfaction is the speed and care with which complaints are dealt with. However, this responsibility is outsourced to people with no training and aptitude for the work. So, when you find your way to a human voice after answering questions on toll-free numbers, a sympathetic hearing or prompt service is not guaranteed.
Mahatma Gandhi had equated a customer with God and exhorted the management to worship him because "he is the purpose of your business". But even now, for companies the customer is like a dog - of the barking but not the biting variety.
Y G Chouksey, Pune
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