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
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