This refers to “Customer service on way out?'' ( Business Line , May 30). Post- liberalisation-privatisation-globalisation, workers and service providers in India have earned a negative reputation for their attitude to customers, generally, and to guests and tourists, in particular.

While reasons such as alarming rise in attrition rates, savings on costs by engaging casual labour (sometimes even at ‘middle management' levels!) et al contribute to the casual attitude to clients and customers, the basic lack of grooming front-line staff for the tasks they are supposed to undertake, is the main culprit for the state of affairs.

State government, through the departments concerned, local self-government authorities and willing non-governmental organisations should take up workers' education as a priority and bring about attitudinal changes in workers and service providers. The possible steps could be:

Periodic re-orientation programmes for workers who interact with consumers daily.

This may include taxi/auto drivers, shop owners/sales-persons, bus conductors/drivers, hospital workers, and so on.

The advantages of being courteous and reasonable can be emphasised.

Depending on the work area, lists of dos and don'ts can be publicised. Where feasible, principles guiding a model ‘code of conduct' could be displayed in the vehicle or shop floor.

The consumer's rights and duties and the forum available to the workers in case of discourteous behaviour by the consumer can also be widely publicised.

Creating awareness about right behaviour and conveying the message that following the right rules will be beneficial to all, will go a long way in promoting better customer care.

M. G. Warrier

Thiruvananthapuram

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