Indian Society

We, as a nation have forgotten the basic tenants of humanity and I am afraid to state that the situation is reaching alarming nadirs. Indian Businesses in their high growth trajectory that they have been witnessing over the last few years have forgotten that Courteous and compassionate attitude towards fellow human beings is one of the founding stone of any customer service orientation and theories. The way Businesses behave towards customers is only a reflection of society at large and in fact, may not be the reflection of the Organization's attitude to this most important and basic lesson for growth.

I have a mobile connection with Airtel, a brand, which is the market leader in mobile communications in India. I had paid some amounts towards payment of my mobile bills through Internet Banking of my bank. The amount was debited immediately and as per the normal procedure should have been credited on my mobile account within seventy two hours. However, when it was not credited, I contacted the Airtel Customer Cell. Unfortunately, the IT system of Airtel was down that particular day and the people who man the desk were most abusive to the customers. I knew that the amount would not be adjusted anywhere, but the behavior and attitude of the employee at that particular location was not in conjunction with the most admired Brand for Telephones. However, when I went to another outlet of the same company, the employee very politely informed me that the systems were down and took a copy of my bank statement. I was also informed that they would revert back to me immediately once the systems were up and my issue was resolved after that.

The point that I would like to highlight is the attitude and respect for a fellow human beings. I am very sure that Airtel would have trained both the companies through a standard procedure of operations and attending to such scenarios which are all too common in our hectic lives. But it was the attitude and compassion of the person that floored me and forced me to change the perception of the brand.

There are too many such scenarios in our country which highlight the utter disrespect for other people. In Bombay, smoking under the No Smoking Boards and Notices is all too common in major public places like Railway stations. In Delhi, one can easily judge the harrowing experience of travelling in public buses. There is absolutely no regard for old people and ladies. The drivers are the most abusive people. There is no rule on the road and the way they drive. The unfortunate deaths that have occurred in the National Capital are living testimony of this fact. There are many instances carried in various news papers when people who met with accidents just lie on roads in India. One just needs to recollect the experience of walking on the congested roads in our metros and cities and the abuses and curses one has to handle.

As a nation with one of the World's first civilization, we have forgotten the basic tenets of our religious texts. We want to build a RAM RAJYA in India, but do we really deserve it? No one asks and questions oneself on responsibilities towards fellow human beings and considerations for the society. We are damaging our environment and surroundings in our blind race for gains.

In my earlier posts, I have highlighted how tourism can play an important role in the development of country and generate employment for people at large. But the utter disrespect by us for our public assets is something which is spoiling this. One look at our railway stations and airports, monuments, places of tourist interest is sure to put off any one visiting and using them.

For businesses, it is paramount that Employees are thought these basic abilities to deal with people around. the training should not be a standard Six Sigma Process but must be strictly driven by the Leaders in the company. There should be a no tolerance policy for misbehavior with customers. The point of customer complaints should not be only a resolution, but looking at the scenario in totality including the intangible implication on the image of the Business

Let us put strict measures in place to keep our enviornment and surroundings clean. Impose heavy fines for any destruction to public assets like road etc. A basic course in human behaviour should be made part of our education system rather than focussing on rolling out clerks into society.