THE PRIVATE SECTOR IS RAPIDLY CHANGING

THE PRIVATE SECTOR  IS RAPIDLY CHANGING 

India has seen fast growth in sectors like e-commerce, fintech, and telecom. Quite often,  this growth is  faster than their customer-service infrastructure could handle.The results are obvious: long wait times, unresolved complaints, and automated  responses. To  reduce support costs, companies rely heavily on bots and automated systems that often trap customers in loops without human help.Customer complaints rarely reach top management. Metrics focus on sales targets, not customer satisfaction. The private sector companies  compete on: discounts, pricing, promotions instead of service quality.In mature markets like the US or Japan, companies realised that good customer service actually increases profits through loyalty and repeat purchases. Many Indian firms are still transitioning to that mindset.

The private sector, once known for its agility and customer- centric approach, is increasingly adopting a bureaucratic mindset reminiscent of government offices. This shift is characterised by lack of real time care coupled with publicity gimmicks that don't match with ground realities. Customers are often greeted with a scripted "Welcome sir" upon entering, only to be dismissed with a dismissive attitude when they leave. This phenomenon can be attributed to rapid growth,  and a focus on profits over customer experience. As companies scale, they often forget the human touch that once set them apart. The result is a sterile, impersonal environment that fails to deliver on its promises. 

( Avtar Mota )

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