Airtel and Citibank: change for the better?

Oct 30, 2009 | Opinions | 0 comments

Whats up with Airtel and Citibank? These two companies had offered me mediocre service in the past. And in some instances had also caused me much grief. But things sure seems to have changed for the better.

Citibank service seems to have become superlative. Customer service touch points are excellent. The online access is quite perfect and serves all my needs, so are the account statements, the informative emails and messages I receive, etc etc. I haven’t been mischarged for some unwanted service in a long long time. In fact Citi even gallantly reversed a charge on my credit card when (by oversight) I didnt pay the full amount due a couple of months ago. Finally, a couple of things have recently happened which have turned me into a delighted customer: I got an email from Citi asking whether I would like my credit card replaced free of charge since I’d swiped it recently in Thailand and they “foresee a possibility of misuse”. (BTW, I’d similarly replaced my Citi credit card some years ago when Citi asked me after I’d used my card in some other country.) And Citibank has started soliciting feedback for service touch point interactions. Which needless to say, is a must for organizations engaged in the service industry.

Airtel service also seems to have become superlative. Customer service touch points have become far better, specially for prepaid mobile service. Service in general was quite excellent for Airtel broadband, but the prepaid mobile service used to be downright sucky. Call drops rates were quite high, invariably at the start of the minute which used to be quite frustrating. Trying to reach a service exec would leave one floundering in a flurry of button presses while navigating the IVRS maze. Call drops are a thing of the past (I hope). Its much easier to reach a service exec these days. The personnel are better trained, they speak better, they interact better, and they provide meaningful answers for a change. Finally, a couple of things have recently happened which have turned me into a delighted customer: My call charges have been reduced by Airtel. Cynical me says they were forced to do so what with all the fancy new offers floating around by Reliance and Docomo and Bee-Bop-Boo. But the fact remains that have reduced the charge without intervention by me. And like Citibank, Airtel has started soliciting feedback for service touch point interactions via toll free SMSes!