Today I wanted to write about a very interesting person who has redefined the meaning of customer sensitivity for me; although I know him from a long time but never got a chance to talk to him. His name is Mohan and he works at BSNL customer care center as a bill payment operator.
There is a bill payment machine for payment of mobile and telephone bills at the center and he takes the bills, scans and submits them at the machine after the proper payment by the user. At first I also felt what so special about this person or his job. I have been submitting the bills from last 5-6 months now and in between I observed some very interesting things. The most important thing is how Mohan does his job.
Everyday many customers come to submit the bill and he has to stand in front of the machine to operate it. At some weekends the queue is as long as 40-50 customers at a given point of time but he processes every bill in a calm manner. He ensures that whenever he is talking to a customer his voice is polite and he gives clear instructions if required. No matter if you are the first user in the queue or the last; you have one bill to submit or five; he will greet you with a smile and will submit the bills in a very sophisticated manner after calculating the total amount.
Although it’s written there at the machine that the customer has to furnish exact amount as the bill since providing change will be difficult sometimes. Many of the customers hardly bother to provide exact change but I have never seen Mohan getting irritated by it. He first gives instruction that please bring exact amount next time and then he will give the change. If he doesn’t have it; he goes to the nearest counters and gets the change for the customer.
The machine doesn’t allow processing of bills for which the payment due date is over and for these bills customers have to go to respective late bill submission counters and submit the bill. (Just a note I have never been there; I always submit my bills on timeJ.)
I have seen customers arguing with him regarding this but he never takes the bait. He clearly tells them they have to go to the counter since he can’t process it. I have never seen him losing his temper. He maintains his cool, calm and composed personality. Being in the IT team for a long time I know how difficult it is to maintain a cool personality all the time and I still wonder how he does it but one thing is for sure Mohan has redefined the meaning of customer Sensitivity for me.
