Tuition Fee Payment

It is once again that time of year when we have to shell out money for Tuition fee at XL. My experience so far with the accounts department has been very pleasant. The payment process has always been a breeze. I enter the office, fill up the fee challan, write a cheque and get on my way. As for the rating of services:
Reliable : The accounts department has always been reliable
Assurance : I am assured that my money will be credited to my account
Tangibles : The office environment is very profession and people are professionally dressed
Empathy: The staff is always willing to listen if I have any problems
Responsiveness: People seem quite eager to help
Overall, I am very happy with the service level of accounts department

Home Delivery of Medicines

A toothache is one of the most disturbing ailments that can happen to you. Worse if it happens at three in the afternoon. I just couldn't ask anybody to hop out in the sun and bring me my painkillers. The pain however was excruciating, It was then that a friend told me about a medicine shop here in Jamshedpur that delivers medicines within thirty minutes. I ordered a strip of painkillers and the medicines where there at my doorstep within the next half hour. It is service like this that brings smile to your face.

Now for the rating:

Reliability: The delivery service is reliable and punctual.

Assurance: The delivery is done on time, every time as testified by many of the students here.

Tangibles: I got my medicines in time.

Empathy: A person needs medicines when he/she is not in a condition to venture out and hence it is important for the shopkeeper to understand the problem and empatise. The person did the same.

Responsiveness: The shopkeeper, keeping in mind the agony I was in, delivered the medicines as fast as it was possible for him. It is service like this which brings smile to your face.

At the Reebok Showroom

I didn't but a pair of shoes I liked because I didn't like the salesman. Yes! It happened about a week ago at the Reebok showroom in Jamshedpur.

It being a hot humid summer afternoon, the shop was empty save for the salespeople when my friend and I entered to buy a pair of running shoes. What we didn't know at that time was that we had committed the unpardonable sin of disturbing the siesta of the salesperson. He virtually threw shoes at us and wasn't interested at all in making a sales pitch. The very general question of asking if there were more options available was met with a rude "This is all we have here, take it or leave it". We decided to "leave it" and made our exit.

On the SERVQUAL scale:

Reliability: The salesman, with his attitude, lost the showroom a confirmed sale.

Assurance: The service wasn't even provided, no question of assurance.

Tangibles: No sales made, a customer lost.

Empathy: The salesman instead of being happy of getting customers at the time when business was low, was unhappy at being shaken out of his slumber

Responsiveness: If the customer turnaround time is to be considered, we were out of the shop in hardly five minutes. He just wasn't interested.

Telephone Bill

Having been out of town for the past two months, I had not bothered to pay my mobile phone bill and my friends at Airtel had decided to bestow upon me their supreme benevolence by disconnecting my connection. They did not even bother to inform me before they did this. I, on my part, discovered the problem only after I arrived here and found my phone to be not working. Seething, I went to the "Customer Relationship Center" and demanded an explanation. The lady at the counter listened to the grievances patiently and then explained that the reason for disconnecting my line was non-payment of dues on my part. She not only restored my connection then and there but allowed me to pay the bill later as I wasn't carrying the requisite amount of cash at that time. To rate her services:

Reliability - I found her very reliable

Assurance - The phone started working even before I stepped out of the shop
Tangibles -I checked the phone and made a few calls
Empathy - She understood that I needed to get my phone service restored even when I wasn't carrying the cash to pay the dues.
Responsiveness - She was very forthcoming in understanding my problem

Beating the Heat

Living on the fourth floor of building have its advantages as well as disadvantages. We really understood the disadvantages only when it did not rain and weather was very humid. It was especially difficult for my wife, as she have to stay in the home for most of the time. Also, we realized that in such weather, water coolers are not of much help. So we decided to buy an air-conditioner. On my first free evening, we went to market to get one. Before that we already had done our homework. We wanted to buy a 1.5 ton AC, preferably LG. Our expectations from the shopkeeper was that he can get us the latest model, at lowest price and get it fixed the very same day. As we entered the shop, we were greeted by one of the salesperson. He inquired about our requirements and then directed us the AC section. He very patiently answered our questions about what tonnage should we use, which is the brand he would suggest, and what are the prices of various models. We quickly finalized the model we wanted to buy. It was already 8:30 PM, so we asked if it could be fixed today itself. He was a bit hesitant in the beginning, but then he agreed. We left his shop and by 9:15 we got the delivery of AC. The shopkeeper's man also came at the same time. After fixing the AC, I realized that the wires have not come with a plug. It was a surprise for me, as the salesperson did not told me about it. Although, it was a small thing and fortunately we don't have kids, I wanted to make sure salesperson & shopkeeper understand the meaning of revealing everything about product to consumer. I immediately called the shopkeeper and asked why was I not told about this. His reply was, as I expected, he forgot. So, I asked him to send his man with a plug right now, I will pay for the plug. If not, then he can take his AC back. Well, I got the response I was expecting. He immediately talked to his men at my home, fixing AC, and instructed them to get a plug for me. Overall, I am happy with the performance of the product and the responsive service of the shopkeeper. Now for rating:
Reliable : Well, they got the AC fixed on the same day
Assurance : I am assured of the quality and future service of the product.
Tangibles: Product was delivered and fixed on time
Empathy: Shopkeeper understood my problem and agreed to fix it on the same day
Responsiveness: He responded very well to my complain

Bike Repair Experience

It was great to be back to XLRI after 2 months sojourn in Bangalore. But as we say, the moment you start feeling relaxed, you get another problem to solve. This time the problem was with my bike. It started but was knocking, which means that I cannot increase the speed of bike beyond a certain point. Since the classes had already started, I cannot really go to Bajaj Service center and wait their till the problem gets fixed. So I found a mechanic near my residence. My expectations from him were simple: he should be able to fix the problem as soon as possible. I also expected him that he will drop me to my home while he fixes the problem and then return the bike. I went to him and told him about the problem. Also I wanted to get the regular overhaul of bike (oil change, washing etc.). Withing minutes he figured out that the problem is with the carburetor. He dropped me at my home, took my mobile number and said that he will call me once the job is done. After approximately 5 hours, he called me and came with the bike. The bike was running very smoothly. It was shining and there was feeling of lightness like driving a new bike. He met my expectations. To rate his service on SERVQUAL scale:

Reliability - I found him very reliable as he solved the problem
Assurance - I was assured that problem is fixed
Tangibles - The bike was looking very very clean and running smooth
Empathy - He understood that I have some time constraints
Responsiveness - He was very forthcoming in understanding my problem

I think its possible only in India, where we can get customized service at low cost.