Monday, June 1, 2009

Customer care stories... Chapter 1

Abhi in the mulund icici branch saturday 23rd may 2009..

A simple thing as depositing cheque n exchanging foreign currency took 45 mins at 10 in the morning... Why because cc exec knowledge in systems was incomplete... N incompetent people are employed or replaced to do a job.
Lets start at the very begining.. (i love this part) 
Once upon a time... Heres what happened... He goes into the branch n a clerk is sitting to take cheques.. He gives his cheque with the deposit slip duly filled to the clerk sitting at the counter.. The clerk takes the cheque, tears the deposit slip and doesnt stamp it, simply hands it over to Abhi. On asking for a stamp the clerk says "stamp nahi milega, yahan stamp nahi hota..." ahmmm... When did that process change... as always u need to take a stand and fight for ur rights, abhi asked for the branch manager and then the clerk stamps the deposit slip.. couldnt he have followed the process and just done it the 1st time.. 

if that was not enough... 2nd incident on the same day in the same place.. The cc exec had no clue on how to convert foreign exchange  n if it can be deposited into someone elses account..  
Please Note: for future foreign exchange transactions "u cant do that cause u need to submit it into the account who's passport copy u r submitting.. "
so without prior clarification given, abhi fills up a form with the other account number, the entire page with all the required details and submits the form to get the process completed. the exec tells him that he cant do it.. (pls refer to "Please Note:" portion of the blog). so abhi fills another form and hands it over to the lady. now as all of us know, exchange rates change.. and logically when u r exchanging foreign currency, the prevailing rate is what u apply. unfortunately our lady was a little confused cause she wasnt sure whether to change currency on yesterday's rate or today's. she did go to the branch manager and confirm but precious time was wasted in that process. then, she has no idea about when the money would get deposited to the account.. TATs are missing.. now if the bank cant give a TAT for an activity done by them, then theres something wrong... yet again!! :) it finally did get done.. but at the cost of a lot of patience and a lot of time.. in the age where time is money...at the cost of money too.. (only notional)... 

common line of problem: Issue with every cc exec is defensiveness n hurry to just get the work done, even if thats not the right way to do it..

my policy: Listen, understand, plan and THEN act. good lineup of words.. only if they are followed!! :)) 

Customer care stories... Preface

i am now using my blog to do my bit for betterment of mankind.. (kinda not possible cause my blogs read only by my friends who are in the same field as me and also in the same state as me.. ) 

i am going to write abt all the fantastic and unique customer care stories my friends and i are having.. ranging from service industries to ur normal pan tapri guy on every street!! lets see how these stories go... u never know mite just end up compiling a book on this also.. hahahah

it all started with my friend Abhishek telling me that because i had soooooooo many experiences with cc execs and generally blew my top, i sld write abt them... so cause it was his idea, his exp is what i pen down 1st.

also, i will not be masking names and details.. this is my blog and i truly holly swear by its authentication and back each work that i write.

also to make it clear, these are just stories - incidents that are heartfelt, time consuming and wasted (may i add) true stories of innocent hardworking people, no claims, no feedback requests, no finger pointing.. :)) 

exaggeration is allowed and to an extent expected... and facts can be skewed.. i dont remember details very well.. look at the bigger picture!! details can be twisted!! :D

Disclaimer: "All characters in this blog are not fictitious, and any resemblance to anyone, dead or alive, is purely coincidental and intended."

Thursday, March 26, 2009

Stomp - The Ambassadors - London Theatre

STOMP.. the fantastic foot tapping 1 hr 45 mins of amazing music was an experience i shall remember for a long time.. yes, it was my 1st play, 1st musical, 1st experience of london theatre, time out with my bro and sis in law in london.. but there are more reasons for this play to be extra special.. :) 

stomp the art form is an amazing exp and very atheletic and very energetic i believe.. the stamina u would need to do just 3 mins of that would be so much that it took my breath away when i saw it on the dance india dance show. on this stage, stomping was taken to another level.. they gave new meaning to kitchen items like brooms, sticks, vessels, pans, plastic cans, garbage cans, plastic bags, glasses, paper and whatever u can find around the kitchen.. 
for 1 hr 45 mins, 8 very talented  men and women entertained us with innovative sounds turned into music with these various articles one after another, one act after another.. it was no less than awesome to hear foot tapping music from every instrument and sounds mixed by each of the 8 people.. they even managed to add humour to the whole show.. all this was done with non of then saying a word.. just the sound of the music and occasional greetings 'oye' from them.. it was amazing to see the kind of innovative percussion instruments and sounds that they made to fill the show duration with an unforgettable moments.  an interesting audience participation bit made the show memorable for all of us there..  we were repeating clapping sequences that one main guy was telling us to do.. it was awesome, there were 2 such sections where the audience was involved, the 2nd one being slightly tougher than the 1st time to give us a taste of how awesome and easy it was to make music out of simple claps and the way u clap, full hands, cupped hands, fingers.. it also showed us how diff it is to control the claps to give u that right mix and right sequence of music.. very nice!! loved every moment of it.. 
my sis in law and i were constantly hit with resemblences of what they were doing to a lot of art forms and cultures from India. be it the navratri dandiya with sticks, to Kalarippayattu the ancient martial art of kerela.. seemed like a modern version of those dance forms.. 
all in all an experience that was both special and unique.. hats off to all those dancers to give us a high energy, high stamina, high entertainment, high musical show called Stomp for 1 hr 45 mins and not huff or puff post that.. they sure looked like they could go on for a while longer.. hope everyone gets a chance to experience this amazing play at the Ambassador.. 
i am glad my bro and sil took me to this one..  


official review: 

Formed by two percussion lovers, Luke Cresswell and Steve McNicholas, in 1991, 'Stomp' has been thrilling audiences in the West End and all over the world for over a decade. Initially performing in Brighton (England) and touring the United Kingdom, 'Stomp' was so popular with audiences that it opened in New York at the Orpheum Theatre in 1994, only three years after its conception. After almost ten years of rave reviews in the United States, the 'Stomp' team returned to London to open their West End show. In September of 2007 'Stomp' moved to it's present location, the Ambassadors Theatre, after its initial opening five years earlier at the Vaudeville Theatre. The production was so successful in it's British and American incarnations that the show has gone on to open in almost forty different countries, including China, Japan, South Korea, Australia and all over Europe. The London branch of the show, overseen by Yes/No Productions and Glynis Henderson Productions, has been awarded a Laurence Olivier Award for Best Choreography. The 'Stomp' team have also appeared on television ('Sesame Street'), in commercials (for Target and Coca-Cola), on a Quincy Jones album ('Q's Jook Joint'), and on movie soundtracks ('Tank Girl' and 'Riot'). 

Perhaps the main attraction audiences have to 'Stomp' is that the performance shows that anything is possible. Luke Cresswell and Steve McNicholas, the creators, developed a 'musical' that relied solely on the power of percussion: drumming, tapping, clapping, hitting, stomping - just about every form of rhythm creation was incorporated. Though the musical has no steadfast storyline and there is no dialogue between the performers, 'Stomp' aims to show the unique personalities of each person on stage by emphasising the unique ways they create rhythm. Typically the show includes eight performers who use all sorts of props for the sole purpose of making noise. Matchboxes, garbage cans and lids, bottles, plungers, poles, wood planks, cigarette lighters, sinks, pens, sand, drumsticks, brooms, chalk and water are all props that have been used in shows, though just about anything can be thrown in on the whim of the dancers on stage. The performers use hand-claps and tap-dance moves to communicate 'conversations' to one another, while exaggerated facial and body expressions highlight the relationships amongst the group. 'Stomp' aims to be funny, entertaining, and above all irresistibly infectious, with the audience encouraged to make noise! 

As 'Stomp' is open and touring in several different countries there tends to be a circulation of performers amongst the various shows. The original British cast (Luke Cresswell, Nick Dwyer, Sarah Eddy, Theseus Gerard, Fraser Morrison, David Olrod, Carl Smith and Fiona Wilkes) may make appearances on special occasions or in particular international shows, though the present London production has been refreshed to include a host of new talent. Currently 'Stomp' and the Ambassador Theatre are taking bookings up until early February of 2009, so there are still plenty of opportunities to see one of the most unique London musicals ever staged.

Monday, March 2, 2009

How do you show your loved ones that you love them?

An awesome note written Abhi... profound and true!! :)

How do you show your loved you love them?
Saying it is good; it is definitely a start. But if all you do is 'say', it begins to wear thin after a while.
So what do you do? Buy him or her things? Things are not bad either, but if you are buying things for your loved one thinking that alone should be sufficient you are going to find yourself with a resentful one instead.
The Bible says that perfect love casts out fear. Sometimes resentment is born out of fear.

Love needs to be shown in a person's attitude. One great way of expressing love is an uncritical attitude. Nothing kills love faster than criticism. There has to be a degree of freedom in any relationship.
Freedom goes hand in glove with love. Virginia Satir mentioned five freedoms:
The freedom to see and hear what is here, instead of what should be, was, or will be;
The freedom to say what they feel and think, instead of what they should;
The freedom to feel what they feel instead of what they ought ;
The freedom to ask for what they want, instead of always waiting for permission,
The freedom to take risks on their behalf instead of choosing to be only "secure" and not rock the boat.
Go through the list again, slowly this time around and carefully examine your relationships. Answer the following questions:
How do you show your loved ones that you love them?
Do you let them love you back by giving them the freedom to them?
Being protective of the one you love is a very natural by produce of love the emotion. However, love is more than just the feeling; it is very much the doing also. Giving your loved one the space and freedom to grow in that relationship is definitely a practice of love the verb.


--
Cheers!!!

Abhi

Sunday, February 15, 2009

Seven Pounds (Will Smith)

to realise that someone can think and plan to end his life only so that he can help some complete strangers live a better life was a far-fetched idea.. haven't seen a human being this but its an awesome story and mite be the only way he knew to repent for his past deeds.

this is such an intense movie.. u didnt figure out the story till the very end and then u understand what all he does to make his intentions take shape.. they are a few pointers in the movie that if u notice, would get a better understanding of the movie and its directions but very minor ones that can be easily missed.. to think of it, not very sure if there were any indications also.. :) the intensity of the movie just sinks u in completely.. the intense acting of the fantastic Will Smith blows ur mind when u realise what he is wanting to do and how he goes abt the whole thing.

the fantastic acting that i noticed this time from Will Smith was the change in his facial expressions when he was talking to someone, that really bright smile on his face and when no ones looking that intense pain and intense longing to be able to help that person, 2 very contrasting and very extreme feelings changing at the flash of an eye.. awesome!! hes proved once again post Persuit of Happyness that he is a fantabulous actor and brings a grt deal of authenticity to the roles he plays.

All in all, a grt movie with no message that i would want to take out.. a pleasure to watch... :)

From Wiki:

Directed by Gabriele Muccino
Produced by Todd Black
Jason Blumenthal
James Lassiter
Will Smith
Steve Tisch
Written by Grant Nieporte
Starring Will Smith
Rosario Dawson
Woody Harrelson
Michael Ealy
Barry Pepper
Music by Angelo Milli
Cinematography Philippe Le Sourd
Editing by Hughes Winborne
Distributed by Columbia Pictures
Running time 123 min.

Two years ago Tim Thomas (Will Smith) was in a car crash, which was caused by him using his mobile phone; seven people died: six strangers and his fiancée, Sarah Jenson (Robinne Lee).

A year after the crash, and having quit his job as an aeronautical engineer, Tim donates a lung lobe to his brother, Ben (Michael Ealy), an IRS employee. Six months later he donates part of his liver to a child services worker named Holly (Judyann Elder). After that he begins searching for more candidates to receive donations. He finds George (Bill Smitrovich), a junior hockey coach, and donates a kidney to him, and then donates bone marrow to a young boy named Nicholas (Quintin Kelley).

Two weeks before he dies he contacts Holly and asks if she knows anyone who deserves help. She suggests Connie Tepos (Elpidia Carrillo), who lives with an abusive boyfriend. Tim moves out of his house and into a local motel taking with him his pet box jellyfish. One night, after being beaten, Connie contacts Tim and he gives her the keys and deed to his beach house. She takes her two children and moves in to their new home.

Having stolen his brother's credentials, and making himself known by his brother's name Ben, he checks out candidates for his two final donations. The first is Ezra Turner (Woody Harrelson), a blind meat salesman who plays the piano. Tim calls Ezra Turner and harasses him at work to check if he is quick to anger. Ezra remains calm and Tim decides he is worthy.

He then contacts Emily Posa (Rosario Dawson), a self-employed greeting card printer who has a heart condition and a rare blood type. He spends time with her, weeding her garden and fixing her rare Heidelberg printer. He begins to fall in love with her and decides that as her condition has worsened he needs to make his donation.

His brother tracks him down to Emily's house. Ben then demands that Tim return his IRS ID to him. Tim leaves and returns to the motel. He fills the bathtub with ice water to preserve his vital organs, climbs in, and then commits suicide by pulling his extremely poisonous jellyfish into the water with him. His friend Dan (Barry Pepper) acts as executor to ensure that his organs are donated to Emily and Ezra. Ezra Turner receives his corneas and Emily receives his heart. Afterwards, Emily meets Ezra at a concert and they begin to talk.