A Slice of Life

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Work is worship

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We all know how government offices work. But have you ever called a government call center? I did. For the past two weeks, I and my husband have been calling the BSNL call center every day. Yeah, you read that right. Every Single Day.

We have BSNL broadband connection which was working just fine. Except for the frequent outage on weekends, it was fine. One fine morning, it refused to connect. Authentication failure, apparently. There was no reason why it should just stop working.

We called their call center the first day. It took us around 15 minutes to get through the terrible music and speak to a human. He made us go through the standard procedure – reenter all data and reboot the modem. When that didn’t work, he promptly told us that the server is down. The same thing repeated the next few days. Thus started the saga of get back home from work, dial the number, listen to the wonderful music, finally get through the call, explain the problem, do the standard procedure and realize the server is down and then hang up.

I gave up and almost decided to dump BSNL and go for Airtel. My husband has a lot of patience than me and kept trying. Two days back, may be it was my husband’s luckiest day, our call was answered by a person who knew what he was talking about. He told us that all usernames which have underscores and hyphens in them have been disabled. That made sense because there was no reason why the connection should stop working one fine day. He said he has to create a new username for us, but couldn’t do so now because the server was down. He asked us to call the next day.

So… we called yesterday and our luck apparently ran out and our call was answered by some moron. We told him about this username thing and he had no clue what we were talking about. No matter how we tried to explain, he just refused to create a new username and even said that usernames can be created only at the local exchange. My husband asked him to handover the call to the person who answered our call the previous day. That guy gave some lame excuse that the other person was not available or some such thing and we hung up.

We sulked and sighed and finally decided that we are going to say bye-bye to BSNL. That’s when our phone rang. Guess what? It was the same guy who told us about this username problem. He took the trouble of looking up our number and calling us. He even created a username and again guess what? It worked! Ecstatic is not the word, but I will use it anyway. We couldn’t thank him enough and asked him if there is any way we can let his supervisor know about this wonderful deed. He gave us an email id where we can send a thank you mail, but I don’t think anyone is going to read that. So here I am, thanking our angel and our saviour from the bottom of my heart and my husband’s heart.

This post is not about how BSNL just decided to change all usernames without informing the customers or the customer care staff. It is not about how incompetent most of the call center staff are. This post is about that one person who stands out from the rest of the crowd because he cares about his customers, takes his work seriously and thus made a difference in someone’s life.  Vinod Kumar B R, if you are reading this, you retained a BSNL customer. More importantly, you taught us what is the meaning of ‘work is worship’ and made us realize that we should apply the same thing at our work place, and also that we can leave a mark in this world and make a difference no matter who you are. Thank You.


Written by Anaamica

April 16, 2008 at 10:58 am

Posted in Events, Life

Tagged with ,

One Response

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  1. A good post. An apt report of a routine dampening chore and apathy we normally receive from the not well managed but well damaged ‘customer communication’ wing of a marathon and expected to be well reputed and well established customer-service based industries like ‘BSNL’.

    How freak and weak they are in dealing with the customers problem they are at BSNL. This is the clear example of no-communication, non-integration among the staff at various stages and level of an organization that may create ‘havoc’ for the customers. This simple small disintegration in their communication, nullifies the very good acts and works of many good people there. Communication is the key. Let the BSNL restart and relearn from the a, b, c.. of communication with the customers.


    April 16, 2008 at 11:34 am

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