In our daily lives, we come across a lot of things which we don’t
pay heed to; however, they are sometimes capable of bringing in a huge impact
on our present as well as future. I gave a thought to it after personally experiencing a
few services from a few companies recently.
The first example is that of the eCommerce industry. I
ordered a book online. As soon as, I ordered, I received a message and was
informed to track my order. I followed the instruction. My order got dispatched
and then shipped. The delivery boy came home and as soon as I paid him the amount
and signed on his phone, I got a message saying the item is delivered to me.
The second example I would cite is of a cab I booked. As soon
as I booked a cab, I got a message with the number of the driver. Immediately
the driver called me and informed me about his location at that time and the
duration he would take to reach the spot I was at. He asked me for the pin I received on my phone and entered
the same pin in his device before starting the journey. Then, he entered my
destination in his device and proceeded without asking me the route as his
phone guided him adequately.
The third example is not something I experience daily.
However, I believe there are many other personnel who are into such practices.
It is of a telecommunication company who sent a person to my home after I
complained of weak network. The person visited my house with a particular
device and recorded the bandwidth I received at my location and sent it to the
concerned department.
One of the activities of the Electricity department is the
fourth example I want to call out. My electricity consumption meter was not working well. I complained of
the same. One person visited me to verify the non-functioning of the meter. He
just took his phone and recorded a video of the meter and sent the video to the
concerned person in order to report and confirm the same issue.
Now, in all these four examples, there is one aspect that is
common. The delivery person, the cab driver, the telecommunication
representative, and the electricity department person – all are into blue collared jobs. A few years back, it would have been hard for me to imagine
all this to happen so smoothly. In all the above four examples, I personally was
very pleased to receive the kind of customer satisfaction I was provided with.
At the advent of technology, it looks like companies are very well training the
blue collared workforce to drive customer satisfaction in a way quite effective.
And from my personal experience, I can definitely say that they are on the
right path.
