Vodafone tales 2012 Book

THE 34 BIGGEST BLOCKBUSTERS
OF THE YEAR
Vodafone
TalesT I T L E

Vodafone Tales
T H E 3 4 B I G G E S T B L O C K B U S T E R S O F T H E Y E A R

Traditional belief says that business is about the survival of the fittest. However,
over time more imperatives have been added to Darwin’s theory. Today survival
is about being the fastest, the smartest and the best.
We are in a continuous state of flux. With the launch of 3G, MNP, new telecom
regulations and competition from new players, there’s a lot that we have to deal
with. In order to continue receiving support and patronage from our customers,
it’s vital to keep up with changing times and deliver what the customers
demand of us.
I’m very proud to present you the 4th edition of the Vodafone Tales book – an
annual testimony of our drive to delight our customers. In this book you’ll find
true inspiring stories of this year’s Service Champions – our true Heroes. As I
always say, at the end of the day it’s people who make it happen. I find great
delight in saying that these Service Champions delivered what the brand stands
for – Happy to Help.
We congratulate and wish them the best for their future and I’m confident that
with such a dedicated team around, we will continue to stay on top.
Action!
Marten Pieters
MD & CEO
Vodafone India

Sedatirche Hastam (A Healing Touch) ................................................................................. 01
Anitha G. – Andhra Pradesh
Laapata (The Missing) .............................................................................................................. 02
Ashish Rawal – Rajasthan
Satark (Alert) ............................................................................................................................. 03
Ashwini Tiwari – UP (West)
Shesh Prohor (The 11th Hour) .................................................................................................. 04
Chirag Ravrani – Kolkata
Dor (The Link) .......................................................................................................................... 05
Dilip Mishra – UP East
Kartavyadaksha (Bound By Duty) ............................................................................................ 06
Ganesh Ghotre – Maharashtra & Goa
Thaamadamaanaalum Nanmai Kidaithathu (Better Late Than Never) .................................. 07
Ibrahim Farooq – Tamil Nadu
Aadyam Duty Pinne Vacation (The Retreat) ............................................................................ 08
Jayachandran A.C. – Kerala
Shubh Yatra (A Happy Journey) .............................................................................................. 09
Jayaprakash – Gujarat
Manidha Neyam (Humanity) ................................................................................................... 10
K. Venkatesh – Tamil Nadu
Devdoot (Godsent) ..................................................................................................................... 11
Kirit Vaghela – Gujarat
Seriyaana Paathai (On The Right Track) ................................................................................. 12
K.S. Padmanabhan – Tamil Nadu
Halaage Rang Haanile Ajaanite (An Unexpected Joy) ............................................................ 13
Magrita Huang – Assam & North East
En Thai (My Mother) ................................................................................................................ 14
Nishanti G.R. – Chennai
Atithi Devo Bhava (Guests Are Like God) ................................................................................ 15
Nishant Mathur – Rajasthan
Aponjon (The Selfless One) ...................................................................................................... 16
Partha Ghosh – West Bengal
Aapaatkaal (The Emergency) ................................................................................................... 17
Pradeep Verma – Rajasthan
Contents

Vaadiyan (The Valleys) ............................................................................................................. 18
Rafiq Bhatt – Jammu & Kashmir
Margadarshandeepam (The Guiding Light) ............................................................................. 19
Raghunath Raveendran – Kerala
Daayitwar Bojaa (My Responsibilty) ........................................................................................ 20
Rahul Sinha Roy – Assam & North East
Aapki Amanat (Your Belonging) ............................................................................................... 21
Rakesh Jasrotia – Jammu & Kashmir
Ek Yaadgaar Din (A Day To Remember) .................................................................................. 22
Raman Singh Ahluwalia – UP West
Ezhu Kaladalhalukku Appaal (Beyond Seven Seas) ................................................................. 23
Ramakrishnan S. – Tamil Nadu
Chhoo Le Aasmaan (Reach For The Skies) .............................................................................. 24
Reema Sharma – Delhi
First Class Service ..................................................................................................................... 25
Rohith Kannan – Kerala
Jeevan Rekha (Lifeline) ............................................................................................................ 26
Shirin Saiyed – Gujarat
Kaapavan (The Saviour) ............................................................................................................ 27
Sabarish M – Tamil Nadu
Drutogati (Super Fast Speed) ................................................................................................... 28
Subhra Bikash Adhikari – Kolkata
Kaakkum Devathai (The Guardian Angel) ................................................................................ 29
Santharam VJ – Tamil Nadu
Ekalveer (One Man Army) ........................................................................................................ 30
Suresh Methwani – Gujarat
Vodipoku (Never Say Die) ......................................................................................................... 31
Satyanarayana Pachunuri – Andhra Pradesh
Theduthal (The Search) ............................................................................................................ 32
Sowmya Raghavan – Chennai
Aloda Laaphaapaa (The Unclaimed Envelope) ........................................................................ 33
Suryakanth Pal – Orissa
Ekjut (United We stand) ........................................................................................................... 34
Shabnam Majumdar, Jyotesh Mehta, Supriya Dey, Gurdeep Singh – Kolkata

Here’s an interesting fact:
Anitha travelled 45 kms to drop Mr. Rao home.
One evening, Anitha G – a Vodafone Executive – saw a customer
requesting the security guard to enter the Store. She went out
and asked the customer to come in. After speaking to the
customer – Mr. Rao – Anitha came to know that he had come to
submit his Prepaid documents to release Caller ID service.
Anitha gave him the application form. When Mr. Rao was filling
the form, Anitha saw that he was shivering and she offered him a
glass of water. Mr. Rao then told Anitha that he was on
medication but wasn’t carrying his medicines on him.
Since Mr. Rao couldn’t remember the name of the medicine,
Anitha asked him for a family member’s number. Mr. Rao gave
his son’s number, who gave her the medicine’s name. Anitha
then asked the security guard to quickly buy the medicine from
the local medical store. The guard returned saying that the store
was closed.
Anitha then asked Mr. Rao to wait in the Store and left with a
colleague to look for another medical store. Soon, Anitha
returned with the medicine. After having the medicine, Mr. Rao
took a short nap. After he got up, Anitha asked Mr. Rao where he
stayed. He gave her his son’s address, which was very close to
Anitha’s residence. So she herself dropped Mr. Rao to his son’s
home.
The next day, Mr. Rao and his son visited Anitha at the Vodafone
Store and thanked her for her help.
Sedatirche Hastam
She could have very easily sent her ill customer to a
hospital or nursing home, but Anitha took it upon
herself to take care of her customer and indeed became
a Sedatirche Hastam (A Healing Touch).
01Vodafone Tales:
The 34 Biggest
Blockbusters of the Year
Starring:
Anitha G
(Executive - Customer
Service, Andhra Pradesh)
Co-Starring:
Mr. Rao
Produced by:
Happy to Help Production

Customer Speak:
“I thank and bless Ashish for not giving up.
I owe him everything.”
While on a tea break, Ashish met an old man - Mr.Rameshchand
whose son was missing for the last couple of days. The tea store
owner requested Ashish to help him as the Mr. Rameshchand
was struggling despite filing a report at the police station. Mr.
Rameshchand told Ashish that he was following up with the
Police for the last 30 days and was losing hope of finding his son.
Ashish checked for other details and got to know that his son had
been using a Vodafone number with a VF Magic box and the
number was currently not in use. Ashish also found out that the
last call received was from a competitor’s number belonging to a
friend of Mr. Rameshchand’s son.
Ashish then coordinated with the Legal Team. Since the FIR was
already lodged, the Vodafone legal team with the help of the
police requested the competitor’s legal team to share the details.
Finally, Ashish got the information that the number was
last active in Meerut (UP). He gave this information to
Mr. Rameshchand, who was ecstatic on getting some sort of
information about his son’s location.
3 days later, Mr. Rameshchand visited Ashish to confirm that
he had found his son in Meerut. It was an exceptional effort
on Ashish’s part, whose commitment ensured that
Mr. Rameshchand received help at the earliest.
Laapata
Laapata (The Missing) is a tale in which our Service
Champion, Ashish, goes on a mission to help a
customer find his missing son and in the end earns the
blessings of the customer.
02Vodafone Tales:
The 34 Biggest
Starring:
Ashish Rawal
(Asst. Manager, Customer
Service, Rajasthan)
Co-Starring:
Mr. Rameshchand,
Local Police
Produced by:

Ashwini impressed Mr. Rawat so much that he eventually
decided to retain all 10 of his numbers.
Ashwini - a Customer Service Officer - was on a monthly visit to
Meerut at the VMS in Hathras when he overheard a customer –
Mr. Rawat – complaining to his friends about Vodafone’s
services. Ashwini approached him and keenly asked about
his issues.
Mr. Rawat told him that he was using 4 individual numbers
for the last 4 years and around 3 months ago, he had taken
6 corporate connections. At the time of the sale, he was promised
that his 4 existing connections would also be added to the CUG
plan. But, even after 3 months, the commitment remained
unfulfilled. Mr. Rawat also said that he had sent a written
request but nothing had been done. He was fed up and was on
the verge of discontinuing all his Vodafone numbers.
Understanding the gravity of the situation, Ashwini apologised
to Mr. Rawat and then took the issue up with the Zonal Customer
Service Head (ZCHS) and Sales team. Ashwini then assured Mr.
Rawat that the issue would be resolved very soon.
Despite Ashwini’s efforts, there was still a delay in getting the
issue resolved. Ashwini then again followed up with the
Relationship Manager and the ZCSH. On Ashwini’s insistence,
the RM visited Mr. Rawat’s place and took the documents and
got them validated by the Credits and Collections team.
With his persistence, Ashwini was able to re-establish
Mr. Rawat’s faith in Vodafone.
Satark
Good things always happen when you take an active
interest in resolving customers’ issues. As seen in
Ashwini’s case, it can work wonders if you’re always
Satark (Alert).
03Vodafone Tales:
The 34 Biggest
Starring:
Ashwini Tiwari
(Officer - Customer Service,
UP West)
Co-Starring:
Mr. Rawat
Produced by:

Customer Speak:
“I’m extremely happy with Vodafone’s service. Chirag has
helped restored my faith in them.”
Chirag Ravrani was on his way to work when he overheard an
elderly gentleman complaining to his son that his Vodafone
number had been barred. Chirag immediately introduced
himself as a Vodafone employee. He offered to check the
customer’s – Mr. Ghosh’s – phone to see what the problem was.
Chirag called his Switch team and Prepaid team and found out
that Mr. Ghosh’s phone had been barred owing to a
documentation issue. On checking with the documentation
verification department, Chirag found that it was the last day for
Mr. Ghosh to submit his documents, failing which his number
would be deactivated. Chirag then found out that Mr. Ghosh only
had his voter ID with him but no photographs.
Without wasting any time, Chirag took a photocopy of Mr.
Ghosh’s voter ID card and also took him to a nearby studio to get
Mr. Ghosh’s passport photograph clicked.
On reaching the Vodafone office, Chirag asked Mr. Ghosh and
his son to sit in the waiting room. He gave Mr. Ghosh’s son a PAF
form that he filled and returned to Chirag. Then, Chirag rushed
to the verification department and submitted Mr. Ghosh’s form
and documents. Within minutes, Chirag managed to get Mr.
Ghosh’s number unbarred. Mr. Ghosh was happy with Chirag’s
quick and timely help.
Shesh Prohor
Presence of mind is really underrated. Chirag, for one,
helped overcome a customer’s grievance with his quick
thinking at the Shesh Prohor (The 11th Hour).
04Vodafone Tales:
The 34 Biggest
Starring:
Chirag Ravrani
Service, Kolkata)
Co-Starring:
Mr. Ghosh
Produced by:

Did you know?
Dilip had to travel 20 kms to reach the Vodafone store.
Dilip Mishra – a Vodafone Executive – was enjoying his day off
with a friend. They were at the local market when Dilip
overheard an old lady shopkeeper – Mrs. Singh – complaining
about the voice quality of her Vodafone handset. Incidentally,
she was Dilip’s friend’s neighbour.
Dilip approached her and offered to help. She showed him her
VF 228 slider handset and complained that the voice quality was
extremely poor. On checking the handset, Dilip found no
physical damage. The lady confirmed that the handset was
within the warranty period by showing her warranty card. Dilip
then asked her to get the handset exchanged and gave her
the Store address.
The lady said that she couldn’t leave the shop, saying that she
lived alone and her son was working in Mumbai. Dilip then
offered to exchange the handset himself, to which she agreed. By
then, it was already 6:30 in the evening. Dilip knew that by the
time he reached the Store, it would’ve closed. So he called his
Store manager and requested him to keep the Store open till
he arrived.
On reaching the Store, Dilip immediately exchanged the handset
and rushed back to the village. He ensured Mrs. Singh received
her new handset despite the late hour. She was delighted that she
could get a new handset that worked properly. Dilip was very
happy that he could help someone in their time of need.
Dor
Dilip embodies everything that Vodafone stands for.
Customer service beyond the call of duty is one of
those virtues. Find out how Dilip became a Dor (A Link)
between a customer and better service.
05Vodafone Tales:
The 34 Biggest
Starring:
Dilip Mishra
Service, UP East)
Co-Starring:
Mrs. Singh, Store Manager
Produced by:

The next day, Ganesh received a call from the gentleman
who had found Mr.Mohite’s handset. He was so impressed
with Ganesh’s prompt communication that he had convinced
2 of his friends to get Vodafone Postpaid connections.
Ganesh Ghotre – a Vodafone Executive – was told a strange tale
regarding a service call that one of his agents took. The agent had
called a customer – Mr. Mohite – but the call was received by a
stranger who admitted that the mobile did not belong to him. He
had found the phone just then and was searching for the owner.
He had tried unlocking the phone so he could try one of the
contacts on the phone, but to no avail. No one had called on the
number to retrieve the phone. Ganesh took all the details of
his whereabouts and told him that he would contact him after
10 minutes. In that time, Ganesh contacted the customer
(Mr. Mohite) on his alternate number.
Luckily, Mr. Mohite answered the call and Ganesh informed him
that he had lost his handset which was worth ` 27,000. Mr.
Mohite was shocked and wasn’t even aware until that point that
he had lost his phone. Ganesh then gave him all the details of the
person who had found his mobile.
Mr. Mohite eventually got his mobile back. Later, Mr. Mohite
called Ganesh and thanked him for his help.
Kartavyadaksha
Ganesh helped a stranger and his customer and
was even instrumental in recovering a valuable
mobile phone - all because he was Kartavyadaksha
(Bound By Duty).
06Vodafone Tales:
The 34 Biggest
Starring:
Ganesh Ghotre
(Customer Service -
Maharashtra & Goa)
Co-Starring:
Mr. Mohite
Produced by:

The very next day, Mr. Jayabalan called up Ibrahim and asked
him to reactivate all his other 10 connections.
Ibrahim Farooq was sifting through customer letters when he
found a letter from a customer named Mr. Jayabalan. This
customer had requested the termination of 11 Vodafone
connections and had cited 3G services launched by a competitor
as the cause. He tried to retain Mr. Jayabalan as a customer, but
to no avail. Yet, despite losing Mr. Jayabalan as a customer,
Ibrahim kept his number for reference.
A week later, Ibrahim received a call late at night at around 11
pm. It was Mr. Jayabalan. He requested Ibrahim to reactivate
one of his Vodafone numbers and apologised for calling so late.
Mr. Jayabalan said that he couldn’t use the new number he had
taken with the competitor as they were on strike. He urgently
needed a connection to oversee an extremely important business
deal and requested Ibhahim to reactivate his Vodafone number.
Ibrahim immediately went to his branch office and expedited the
formalities required to reactivate Mr. Jayabalan’s number.
Within an hour, he called Mr. Jayabalan to say that his number
was active again. His happiness knew no bounds! and he
thanked Ibrahim for his help.
Thaamadamaanaalum
Nanmai Kidaithathu
11 connections saved at 11 pm. It didn’t matter that the
hour was late. Ibrahim knew only one thing —
it was Thaamadamaanaalum Nanmai Kidaithathu
(Better Late Than Never).
07Vodafone Tales:
The 34 Biggest
Starring:
Ibrahim Farooq
(MCS - Customer Service,
Tamil Nadu)
Co-Starring:
Mr. Jayabalan
Produced by:

Boss’ Appreciation
“Jaya always has work on his mind. He wants to offer nothing
but the best to customers and encourages and motivates others
to do the same.”
Jayachandran – a Vodafone Store Manager – was on a family
trip to a water theme park in Vismaya district in Kannur.
He noticed that the park had a Vodafone connection but in some
areas of the park, there was poor network and even poorer voice
clarity. Before leaving the park, Jayachandran met the
Marketing Manager of the park who informed him that they
were a CUG client and were facing issues due to poor coverage
within the park.
After returning from his trip, Jayachandran called his network
team to try and improve the coverage in the park. Jayachandran
knew that along with the park authorities, it would also benefit
hundreds of tourists who visited the park every day.
The network team took up this challenge and visited the park
that day itself. Jayachandran coordinated with the Marketing
Manager of the park, who made all the arrangements for their
visit. The network team made the necessary changes and
confirmed with Jayachandran that the coverage was now much
better than before.
Later, Jayachandran called the Marketing Manager of the park
and asked him to check the network. But before Jayachandran
could call him, the marketing manager called him instead. He
surprised Jayachandran by asking for 2 new Postpaid
connections from Vodafone. He added that they were having
coverage issues for quite some time and were planning to shift to
another network. He thanked Jayachandran for his help.
Aadyam Duty
Pinne Vacation
This is a story of Jayachandran – who took the time and
effort to improve the network services in a water theme
park while he was on holiday. His attitude of Aadyam
Duty Pinne Vacation (Duty First, Vacation Later) really
worked wonders.
08Vodafone Tales:
The 34 Biggest
Starring:
Jayachandran A. C.
(Store Manager - Customer
Service, Kerala)
Co-Starring:
Marketing Manager
of the park
Produced by:

Jayaprakash is usually the last to leave the Vodafone Store every
night, including the night he met and helped the customer.
Jayaprakash – a Vodafone Store Manager – was leaving after
work one night. A few minutes after he had closed the Store and
walked some distance, the Store security guard called him to say
that a customer had come to the Store and urgently needed to
reactivate his barred number. Jayaprakash immediately started
walking back and told the guard to ask the customer to wait till
he reached the Store.
On reaching the Store, Jayaprakash met the customer who was a
truck driver. He told Jayaprakash that his Vodafone Prepaid
number was inactive due to non-submission of documents,
which he had with him now. He was frantic to get his number
reactivated since he was going out of station and his mobile was
the only way he could stay in touch with his family.
Jayaprakash asked the security guard to re-open the Store; he
took the customer’s documents and updated his account after
filling the necessary forms. After doing so, Jayaprakash called
up the back office and asked them to reactivate the
customer’s number.
Later, when his number was reactivated the customer was
delighted with the service he had received at such an odd hour
and blessed Jayaprakash for understanding his situation.
For the customer, it was certainly the beginning of a
happy journey.
Shubh Yatra
Jayaprakash took a small step that led a customer on a
Shubh Yatra (A Happy Journey).
09Vodafone Tales:
The 34 Biggest
Starring:
Jayaprakash
(Store Manager - Customer
Service, Gujarat)
Co-Starring:
Truck driver
Produced by:

Boss’s Dialogue:
“One of the best qualities of Venkatesh is his humility and
his dedication towards his work. He has certainly set an
example for us and I wish him all the very best.”
After a hectic day, Venkatesh – a Vodafone Executive – had
returned to the Vodafone Store at 8:30 PM to submit his EOD
report. After reporting his daily activities to his Store in-charge,
he left the Store for home. As he came out, he saw a handicapped
person trying to cross a traffic-heavy road, on his special cycle.
Venkatesh immediately went to help him cross.
While doing so, Venkatesh got to know that the man’s name was
Mr. Ayyadurai and he was trying to find a Vodafone Store to
submit the POI & POA for his Prepaid number. Since it was
closing time and all the Store Executives were leaving for the
day, Venkatesh decided to help Mr. Ayyadurai himself.
He rushed into the Store and quickly fetched the Prepaid
Application Form. Then, he helped Mr. Ayyadurai fill in all the
necessary details and took all the required documents back to
the Store. After completing the necessary formalities, Venkatesh
returned to Mr. Ayyadurai and assured him that his number
would not be deactivated. Seeing this service, Mr. Ayyadurai
praised Venkatesh and thanked him for his efforts.
Manidha Neyam
Venkatesh thought he performed a simple act of help,
but you’ll see that he did more than that. Manidha
Neyam (Humanity) is a heart - warming story that deals
with the subject of providing excellent customer service
under any circumstances.
10Vodafone Tales:
The 34 Biggest
Starring:
K. Venkatesh
Service, Tamil Nadu)
Co-Starring:
Mr. Ayyadurai
Produced by:

Did you know?
On reaching the Vodafone Store, Kirit immediately offered
Hardik First Aid and dressed his knee wounds.
Hardik, an 8-year-old boy was riding his bicycle late at night in
search of a Vodafone Store. Suddenly, his bicycle skid and he fell
down bruising his knee. At that moment, Kirit – a Vodafone
Office Boy - was in the vicinity and noticed the young boy fall. He
immediately helped him get up and made him sit on a bench
nearby. While he was putting the bicycle on its stand he asked
Hardik why he was roaming around so late at night.
The boy explained that his father had instructed him to get
a recharge of `13 on his Vodafone number and so he was
searching for a Vodafone Store.
Kirit then took him to the nearest Vodafone Store and requested
the Store cashier to get Hardik’s phone recharged. Hardik was
extremely happy and said that he’d like to return home.
Since Kirit was done with his work hours, he accompanied
Hardik to his house. Hardik’s father was thrilled to know how
Kirit had helped his son and thanked him.
Devdoot
By helping an injured child, Kirit showed that he indeed
was a Devdoot (Godsent).
11Vodafone Tales:
The 34 Biggest
Starring:
Kirit Vaghela
(Office Boy - Gujarat)
Co-Starring:
Hardik
Produced by:

Did you know?
When Padmanabhan first called the girl’s father and informed
him of the situation, the father thought it was a prank call and
disconnected. Only after several attempts could Padmanabhan
convince the girl’s father.
One evening, Padmanabhan – a Vodafone Customer Service
Executive – received a call. On answering it, he couldn’t hear
anyone speak on the other end and was about to disconnect the
call, when he heard someone weeping on the phone.
He sensed that something was wrong and tried to ask who it was.
It was a college girl – Ms. Priya – who had missed her train
at Katpadi railway station; she was on a college tour.
Unfortunately, there was not enough balance on her phone to
make a call.
Padmanabhan told her not to worry and got her father’s number.
He asked her if she knew anyone in Katpadi. She said she knew a
relative whose number she had. Padmanabhan immediately
called and informed her relative what had happened. He then
called and informed her father too.
Padmanabhan assured the girl’s father that Priya was safe and
gave him the number where his daughter could be reached.
When Priya reached home safely, she called Padmanabhan and
thanked him for his help.
Seriyanna Paathai
Seriyaana Paathai (On The Right Track) is a story of
how Padmanabhan helps a girl, stranded on a remote
station in the middle of the night. It’s a fascinating tale
which proves that you don’t need to be in the office to
provide excellent customer service.
12Vodafone Tales:
The 34 Biggest
Starring:
K. S. Padmanabhan
Service, Tamil Nadu)
Co-Starring:
Ms. Priya
Produced by:

After Magrita helped Mr. Zaman, he went back to the
payment counter and told the counter attendant,
“Learn customer service from Vodafone. Even though she’s
not in her uniform, she still helped me. That is what customer
service is. They’re always happy to help”. He then walked up
to Magrita and thanked her again before leaving.
Magrita – a Vodafone Executive – was in a shopping centre after
her work hours. While she was waiting in the line at the cashier,
a commotion developed in the queue. At the head of the queue,
she saw someone in the midst of a heated argument with the
person at the counter. She recognised the man to be her
customer – Mr. Zaman – who was a frequent visitor at the
Vodafone Store where Magrita worked.
As he was about to leave the counter, he spotted Magrita and
walked over to her. He took out his mobile phone and started
complaining about the messages he received every two to three
minutes from Vodafone.
Magrita apologised for his inconvenience and requested him to
show his handset. She did the necessary checks by using
the USSD service and found that no alerts were active.
She deduced that he was complaining about the flash messages.
She immediately deactivated the flash messages for him and
handed the mobile phone back to him. Mr. Zaman was very
happy and thanked Magrita for her quick assistance.
Halaage Rang
Haanile Ajaanite
Customer grievances can spring up anywhere – in an
office or even in the middle of a queue at a shopping
centre. Find out how Magrita rid her customer of an
annoying issue and in return received Halaage Rang
Haanile Ajaanite (An Unexpected Joy).
13Vodafone Tales:
The 34 Biggest
Starring:
Magrita Huang
Service, Assam and North
East)
Co-Starring:
Mr. Zaman
Produced by:

Customer Speak:
“Nishanti was really a blessing. If it hadn’t been for her, who
knows what would’ve happened to my mother. I really thank
her for everything.”
One morning, Nishanti – a Vodafone Executive – received a call
from Mr. Manikandan, a Vodafone customer who was weeping
and inconsolable. Nishanti first calmed him down and then
asked him what had happened.
Mr. Manikandan explained that his mother, Fatima, had left for
the market that morning and she hadn’t returned yet. He had
tried Fatima’s number several times but to no avail. He was very
tense because his mother was a senior citizen with high blood
pressure. As she carried a Vodafone number, Mr. Manikandan
wanted to know if Vodafone could help trace his mother’s
location. Nishanti assured him that it was possible.
She immediately called Fatima but got no response. After trying
again several times, Nishanti called Mr. Manikandan to check
whether his mother had reached home, but she hadn’t. After a
while, Nishanti received a call and to her surprise it was from
Fatima’s mobile phone. She immediately answered but it turned
out to be an auto driver. He told her that Fatima had fainted near
a bus stop and he had asked her to rest in his auto.
Nishanti immediately called Mr. Manikandan and asked for his
address, which she then passed onto the auto driver. Later,
Nishanti received a call from Mr. Manikandan telling her that his
mother had come home safely and that he would never forget
what Nishanti had done.
En Thai
En Thai (My Mother) has a plot that’ll keep you at
the edge of your seats. It tells the story of
Nishaniti’s struggle to help a frantic customer find his
missing mother.
14Vodafone Tales:
The 34 Biggest
Starring:
Nishanti G.R.
Service, Chennai)
Co-Starring:
Mr. Manikandan, Fatima
Produced by:

Nishant helped resolve the British customer’s
problem within 15 minutes of the follow-up.
During the Jaipur literature festival, Nishant – a Vodafone
Deputy Manager – met a famous British author. During their
conversation, the author came to know that Nishant was a
Vodafone employee. He expressed his unhappiness with
Vodafone UK and informed Nishant of the international
roaming issues he faced with his UK numbers. The fact that his
numbers did not work in Rajasthan made him extremely
unhappy. He then shared his intention of changing his operator
once he returned to the UK.
Nishant immediately forwarded this issue to his Corporate
Roaming Manager and requested him to take it up with
Vodafone UK. He instantly coordinated with the backend team
to help resolve the customer’s roaming issues in Rajasthan. With
the support of the backend team, Nishant sorted out the
matter. The Vodafone UK retention team also coordinated with
the customer and made sure that he did not cancel his
Vodafone connection.
The customer expressed his gratitude and thanked Nishant for
his prompt service.
Atithi Devo Bhava
Nishant and an overseas customer met by chance – just
like a literary plot. What followed was Nishant’s
excellent showcase of his belief – Atithi Devo Bhava
(Guests Are Like God).
15Vodafone Tales:
The 34 Biggest
Starring:
Nishant Mathur
(Deputy Manager -
Marketing, Rajasthan)
Co-Starring:
British author, Corporate
Roaming Manager
Produced by:

Did you know?
On their way back from Mayapur, Partha and the Store
Executive ran out of fuel and had to walk for about 5 km
before they reached a petrol pump.
At 10.15 pm, Partha’s father called and informed him
that his grandfather had passed away.
Partha Ghosh – a Vodafone Executive - was on leave, taking care
of his grandfather who was suffering from a heart problem.
While he was tending to his grandfather, he received a call from
Ms. Liu - a Vodafone customer from Mayapur. Her internet
wasn’t working and the problem was such that it could only be
resolved by visiting her place.
Partha reasoned with Ms. Liu that his grandfather was admitted
at Kalyani Gandhi Hospital which was 60 kilometers away from
Mayapur and that he couldn’t come. But she requested him
earnestly and informed him that it was extremely vital for
her work.
Partha understood the customer’s need and decided to help her.
He informed his Store Manager – Mr. Jayanta Banerjee – about
the crisis. Jayanta arranged to have a Store Executive pick
Partha up at Krishnagar station, from where he would drive him
to Mayapur.
At 4:45 pm, Partha reached Krishnagar, where the Store
Executive picked him up and within 45 minutes they reached
Ms. Liu’s place. In a couple of hours, they resolved her internet
problem. She and her husband appreciated Partha for his timely
help and thanked him.
Aponjon
Despite a family emergency, Partha answered his call of
duty and ensured his customer received the service she
was due. Here’s the heart warming story of the Aponjon
(The Selfless One).
16Vodafone Tales:
The 34 Biggest
Starring:
Partha Ghosh
Service, West Bengal)
Co-Starring:
Ms. Liu /Jayanta
Banerjee/Store Executive
Produced by:

Customer Speak:
“Instances like these make me say that I’m proud
to be a Vodafone customer!”
When Pradeep Verma – a Vodafone Executive – was outside
SMS Hospital in Jaipur, he met a frantic customer – Mr. Tyagi.
On speaking to him, Pradeep found out that his Vodafone SIM
had been blocked while he was rushing his father to the hospital.
It was difficult for him to get a new SIM at such a short notice
since he didn’t have any ID proof with him.
He couldn’t even leave his father’s side to visit a Vodafone Store
and the only way he could keep in touch with his family was via
an STD booth located quite far from the hospital.
Pradeep pacified Mr. Tyagi and arranged for a scanned copy of
Mr. Tyagi’s photo ID to be sent to his email ID. Meanwhile,
Pradeep gave Mr. Tyagi his own phone so he could be in constant
touch with his family. As soon as Pradeep received a scanned
copy of the photo ID, he filled a SIM replacement form. After he
had Mr. Tyagi sign it, he deposited it at the nearby Vodafone
Store. Within 90 minutes, Pradeep collected and delivered the
activated SIM to Mr. Tyagi in the hospital.
Mr. Tyagi was very grateful and thanked Pradeep for his help.
Aapaatkaal
Helping a customer in the middle of a hospital
Aapaatkaal (The Emergency) proved that Pradeep
exemplifies Vodafone’s spirit of ‘Happy to Help’. Read
to find out how Pradeep became a true hero.
17Vodafone Tales:
The 34 Biggest
Starring:
Pradeep Verma
(Executive - Network,
Rajasthan)
Co-Starring:
Mr. Tyagi
Produced by:

After speaking with the Australian Vodafone Customer Care,
Ms. Debby was told that she’d have to shell out $350 for
unlocking her handset. Rafiq managed to get the job done at
a fraction of that price!
Rafiq – a Vodafone Executive – met an Australian citizen, Ms.
Debby, at the VMS who had arrived in India just a few days ago.
Ms. Debby was very irritated since her Australian Vodafone SIM
was not working in India. Rafiq apologised and assured her that
he’d resolve her issue. He calmed her down and then he
immediately swung into action. Ms. Debby was using an
Australian Vodafone Prepaid connection and due to security
concerns, she couldn’t use the same card in India.
Rafiq offered her a solution of buying a new Postpaid
connection, which would have both national as well as
international roaming facility. She agreed to buy it. However, her
existing handset was locked with the SIM by Vodafone Australia.
Rafiq visited the nearest Nokia service centre and got her
handset unlocked. Ms. Debby was delighted when she saw that
her handset was now compatible with any SIM card. She
promptly bought a new Vodafone Postpaid connection from
Rafiq and thanked him for his help and service. Safe to
say, Ms. Debby left the VMS with a wonderful and
everlasting impression.
Vaadiyan
Rafiq sought to help an Australian customer in distress
and made her Indian experience in the Vaadiyan
(The Valleys) of Kashmir, a happy one.
18Vodafone Tales:
The 34 Biggest
Starring:
Rafiq Bhatt
Service, J&K)
Co-Starring:
Ms. Debby
Produced by:

Raghunath helped Madhavan to activate his number within
20 minutes.
On a busy Saturday morning, during Onam, Raghunath – a
Vodafone Executive – met a blind man – Madhavan – at the
busy Caltex Junction in Kannur. Raghunath helped him cross
the busy intersection and while crossing, Madhavan told
Raghunath that he was a Vodafone customer seeking a Vodafone
Store. Raghunath told him that he was a Vodafone employee and
offered his help.
Madhavan said that he was a lottery vendor and was anxious
because his mother hadn’t called him as she usually does every 2
to 3 hours. On reaching the Store, Raghunath gave Madhavan
his phone to call his mother. Madhavan told his mother that he
was in a Vodafone Store and handed the phone over to
Raghunath. Madhavan’s mother requested Raghunath to help
her son. He assured her that he will.
Raghunath then met the Store Manager and checked
Madhavan’s account. They saw that he hadn’t submitted his ID
proof and CAF and so his connection had been barred.
Raghunath then called Madhavan’s mother; she told him that
Madhavan always carried his address proof and photographs in
his bag in case of an emergency.
Raghunath fetched the required documents and with the Store
Manager’s help, he updated Madhavan’s profile and submitted
his CAF to the nearby Sumamba office. After his number was
successfully unbarred, Madhavan called his mother. 5 minutes
later, his mother called Raghunath and thanked him for helping
her son.
After meeting Raghunath, it was indeed a happy Onam
for Madhavan.
Margadarshanadeepam
This is a remarkable tale of how a blind man found his
Margadarshanadeepam (The Guiding Light) in our
Service Champion, Raghunath.
19Vodafone Tales:
The 34 Biggest
Starring:
Raghunath Raveendran
(Executive - Credit and
Collections, Kerala)
Co-Starring:
Madhavan, Store Manager
Produced by:

In Mr. Vinchhi’s first mail, he had titled the mail ‘Inhuman
Behaviour from Vodafone’. Rahul Sinha Roy definitely changed
Mr. Vinchhi’s perception of Vodafone with his determination.
Rahul Sinha Roy, a Deputy Manager, was about to retire for the
day when he noticed an email from a customer – Mr. Vinchhi –
that was addressed to the regulatory Nodal Assam. In the mail,
Mr. Vinchhi sounded very upset, but he hadn’t specified his
Vodafone MSISDN number or an alternate contact number. In
his reply mail, Rahul apologised on behalf of Vodafone and
asked Mr. Vinchhi for his contact number.
Early next day, Rahul received a response from Mr. Vinchhi, who
apologised saying that he had mistakenly sent the email to the
Vodafone Assam Nodal Officer instead of his home circle’s Nodal
Officer. Rahul called Mr. Vinchhi and assured that he’d escalate
the matter to the concerned person at Mr. Vinchhi’s home circle.
After talking to Mr. Vinchhi, Rahul called his counterpart in
Mr. Vinchhi’s home circle and also forwarded the Mr. Vinchhi’s
email. However, Mr. Vinchhi wasn’t satisfied with the response
from that circle’s team and wrote to Rahul again.
Rahul had had enough. He directly contacted the Nodal Officer
in Mr. Vinchhi’s home circle and when the officer failed to
respond, Rahul escalated the issue to the Customer Service Head
of that circle. Later, Mr. Vinchhi sent Rahul an email stating that
he received an update, along with an attachment that offered
Rahul a better understanding of the problem.
Thus, Rahul fought for a customer who didn’t even belong to his
circle and ensured his issue was resolved!
Daayitwar Bojaa
Mr. Vinchhi was not Rahul’s customer. But for Rahul,
every Vodafone customer is his own. Daayitwar Bojaa
(My Responsibility) is a perfect example for everyone
here at Vodafone.
20Vodafone Tales:
The 34 Biggest
Starring:
Rahul Sinha Roy
(Deputy Manager -
Customer Service, Assam
and North East)
Co-Starring:
Mr. Vinchhi
Produced by:

Customer Speak:
“I had absolutely zero hope in getting my phone and SIM back.
Rakesh’s intervention was truly a God-sent”
Rakesh – a Vodafone Executive – was at the Vodafone Store,
when a customer – Mr. Chadha – entered the Store frantically
asking his number to be suspended since he’d just lost his
handset while roaming. Rakesh empathised with the customer
and enquired about the details.
After getting the details, Rakesh quickly tagged the request as
a priority and forwarded the case to the concerned department
to suspend the number. Next, Rakesh tried calling the
Mr. Chadha’s number and after several attempts, somebody
answered the phone.
Rakesh figured out that the phone was with a localite. Rakesh
informed him that it was his customer’s phone and requested
him to return the handset. The man on the other end agreed to
return the handset. He asked Rakesh to meet him and take the
phone. Rakesh immediately left with Mr. Chadha and they
successfully retrieved the phone.
Mr. Chadha was extremely delighted and appreciated Rakesh’s
service attitude and said that he’ll never forget that experience.
Aapki Amanat
In Aapki Amanat (Your Belonging), Rakesh helped a
customer find not only his lost handset but also peace
of mind.
21Vodafone Tales:
The 34 Biggest
Starring:
Rakesh Jasrotia
Service, J&K)
Co-Starring:
Mr. Chadha, Localite
Produced by:

With the help of the Retention & Relation team,
Raman managed to resolve Nitin’s issue within 24 hours.
On Republic Day, Raman – a Vodafone Executive – was out for
shopping in Shahdara. While at an apparel shop, he overheard
two men talking about their dissatisfaction with Vodafone; one
of them was planning to port out his number to competitor.
Raman decided to intervene. He introduced himself and asked
one of them – Nitin – why he was dissatisfied with Vodafone.
Nitin told Raman that his outgoing was barred due to negative
verification. He added that he had visited the Vodafone Store at
Krishna Nagar (Delhi) and submitted his documents. However,
when he tried to make a call in his local area there was a pre-call
announcement, ‘Please submit the documents’. On the other
hand, he did not face this problem when he dialed numbers
belonging to other areas. Further, he informed Raman that he’d
visited the Store several times but he didn’t get a new SIM; he
only received a complaint number.
Raman apologised on behalf of Vodafone and told Nitin that he’d
try and resolve the issue. The next day, Raman reached his office
and checked Nitin’s account. He was shocked to see that the
Vodafone Store had tagged Nitin’s complaint as an enquiry.
He wrote the entire scenario faced by Nitin to Amit Srivastava in
Delhi, and helped resolve Nitin’s issue. After the problem was
resolved, Nitin thanked Raman for going out of his way to help him.
Ek Yaadgaar Din
An act of intervention helped Raman retain a Vodafone
customer and made the Republic Day, truly Ek
Yaadgaar Din (A Day To Remember).
22Vodafone Tales:
The 34 Biggest
Starring:
Raman Singh Ahluwalia
Service, UP West)
Co-Starring:
Nitin, Amit Srivastava
Produced by:

After receiving the handset Dr. Srinivasan immediately called
Ramakrishnan from his new mobile and thanked him for his
help. He credited ` 6000 to Ramakrishnan’s account, which
included courier charges, without even asking for any bills.
It was past midnight when Ramakrishnan – a senior Vodafone
Executive – received a call from a premium customer –
Dr. Srinivasan, who was in the US with his wife and was facing a
problem with his international roaming services. He couldn’t
access any network in the US and was unable to reach his friends
and relatives. Ramakrishnan was shocked on hearing this
because just before Dr. Srinivasan’s trip, Ramakrishnan
himself had activated the international roaming service for
Dr. Srinivasan.
After the call, Ramakrishnan immediately checked the status of
the service through CRM and found that the service was active.
He then tried reaching Dr. Srinivasan to inform him but
couldn’t. Ramakrishnan finally contacted Dr. Srinivasan the
next day and informed him that his international roaming
service was active and that he shouldn’t face any problem.
Yet, Dr. Srinivasan still couldn’t get any network. After asking
several questions Ramakrishnan realised that Dr. Srinivasan
was using a dual band handset which didn’t support
international roaming. Ramakrishnan asked Dr. Srinivasan to
change his handset if it was really urgent. Dr. Srinivasan didn’t
know where he could buy a new handset in the US. He requested
Ramakrishnan to buy him a handset that supported IR and
asked him to courier it. Ramakrishnan immediately bought a
handset for ` 4000 and couriered it to him the same day.
Dr. Srinivasan was ecstatic with Ramakrishnan’s excellent
service and praised him.
Ezhu Kaladalhalukku
Appaal
Ezhu Kaladalhalukku Appaal (Beyond Seven Seas) is a
remarkable tale about how Ramakrishnan strived to
provide an overseas customer an excellent service and
ensured that his faith in Vodafone was left untarnished.
23Vodafone Tales:
The 34 Biggest
Starring:
Ramakrishnan S.
(Senior Executive -
Customer Service,
Tamil Nadu)
Co-Starring:
Dr. Srinivasan
Produced by:

Reema also offered to help him with the address of a Vodafone
store in Kolkata where he could buy a BlackBerry phone.
It was 7 am and Reema – a Vodafone Executive – was with her
parents at Delhi airport departing to Kolkata for a holiday.
Suddenly, she heard someone screaming over the phone who
wanted to cancel his connection. When he shouted his number to
the agent on the phone, she came to know that it was a Vodafone
number. She approached him and asked about the details.
The customer told her that he had lost his BlackBerry and would
be helpless without it on his business trip to Kolkata. She called
up her office and explained the issue to the retention team.
Unfortunately, no courier could be sent so early in the day. So,
she asked her team to send someone to the airport with the SIM
card. During that time, she took a letter stating the whole
incident and other documents from the customer.
The customer wanted to check his mails but his email ID was
configured on his missing phone. So Reema asked her father for
his BlackBerry and configured customer’s email ID on it. When
Reema’s colleague reached the airport with the SIM, she called
her office and activated it. Reema offered the customer her
father’s phone till they get on the plane.
When the plane was about to take-off, the customer turned the
phone off, returned it and thanked Reema for her help.
Chhoo Le Aasmaan
Read on to know how Reema helped her customer,
who faced a problem minutes before his flight, and
how she helped him out and managed to Chhoo Le
Aasmaan (Reach For The Skies).
24Vodafone Tales:
The 34 Biggest
Starring:
Reema Sharma
Service, New Delhi)
Co-Starring:
Customer
Produced by:

Rohith’s impressive service resulted in Mr. Hameed purchasing
5 Postpaid connections from his Store Manager.
Rohith – a Vodafone Sales Executive – was on his way to Calicut
to attend a wedding. On the train, he began chatting with the
passenger beside him – Mr. Hameed – a Vodafone customer.
Mr. Hameed was a director in an educational institution in
Kannur. He told Rohith that he had received many messages
from Vodafone asking him to submit his documents for
verification but since he was always on a busy schedule, he
couldn’t find the time to do so.
Rohith offered his help and told Mr. Hameed that he’d submit
his documents for him. The very next day, Rohith sent an
Executive to Mr. Hameed’s office to collect the required
documents. After the Executive returned with the documents,
Mr. Hameed called Rohith and thanked him for his help. He
added that he wanted to speak to someone from the Postpaid
Sales team urgently. Rohith passed this information to his Store
Manager and requested him to meet Mr. Hameed in person
instead of calling him back.
Later that evening, Rohith got a call from his Store Manager
saying that Mr. Hameed was impressed with their service and
dedication. Rohith was happy with this news and called up Mr.
Hameed to express his happiness. Mr. Hameed simply said that
he was overwhelmed by the personalised service he had received
and had complete faith that no one could offer better service
than Vodafone!
First Class Service
This is a tale of how Rohith’s presence of mind and his
First Class Service won him his customer’s admiration
and trust.
25Vodafone Tales:
The 34 Biggest
Starring:
Rohith Kannan
(Executive - Sales, Kerala)
Co-Starring:
Mr. Hameed
Produced by:

Customer Speak:
Subhash’s friend: “Thank God Shirin managed to contact me in
time. She surely saved his life with her quick co-ordination and
presence of mind.”
One fateful day, Subhash – a Vodafone customer – met with an
accident near Mehsana on Ahmedabad Highway. To make
matters worse, his mobile phone had no balance. Not knowing
what to do, he called Vodafone Customer Care. He explained his
situation and requested the agent to add balance to his phone so
that he could call his family for help. As Subhash’s validity was
over, it wasn’t possible for the agent to provide Subhash with
even the Chhota Credit facility. But the agent realised the
seriousness of the situation and transferred the call to his team
coach – Shirin.
Shirin spoke to Subhash and realised that he urgently needed
medical help. She calmed him down and assured him that help
was on its way. Rather than wasting time by adding balance to
his mobile phone, she asked him for a friend or family member’s
number. She then called his friend and got them both on a
conference call. On hearing what had happened, Subhash’s
friend immediately left to his aid. Meanwhile, Shirin stayed on
the conference call and reassured Subhash that he’ll be alright;
she knew that talking to him was the only way to keep
Subhash conscious.
Within 30 minutes, Subhash’s friend found him and got him
medical help. Later, Shirin was informed that Subhash was in a
hospital and was out of danger. Subhash’s friend thanked Shirin
for her help and presence of mind.
Jeevan Rekha
Shirin’s level-headed assessment and reaction to a
serious situation ensured her customer was rescued
and given medical care on time. She truly became her
customer’s Jeevan Rekha (Lifeline).
26Vodafone Tales:
The 34 Biggest
Starring:
Shirin Saiyed
(Team Coach - Customer
Service, Gujarat)
Co-Starring:
Mr. Subhash
Produced by:

The next day, Sabarish visited Mr. Krishnamoorthy in the
hospital. Sabarish was overwhelmed when Mr. Krishnamoorthy
thanked him profusely for his help.
One evening, Sabarish - a Vodafone collection Executive –
received a call from his customer - Mr. Krishnamoorthy - about
certain bill clarifications. Sabarish had been handling
Mr. Krishnamoorthy’s account for over a year and was thus fully
aware of his account. After clearing Mr. Krishnamoorthy’s
doubts, Sabarish assured him that his bill payment would be
done within 2 days.
A few hours later, Sabarish again received a call from
Mr. Krishnamoorthy’s mobile phone number. When Sabarish
answered the call, he was shocked to find that it wasn’t
Mr. Krishnamoorthy on the line. The person on the phone had
just witnessed Mr.Krishnamoorthy in an accident and had called
the last number dialled from Mr. Krishnamoorthy’s phone.
Sabarish realised that he was about 20 km away from the
accident site and it would take him too long to reach there.
Sabarish had to do something quickly.
Suddenly, Sabarish remembered Mr. Krishnamoorthy’s
colleague whom he had met once for a discussion about his
Vodafone connection. Fortunately, Sabarish had saved his
number and he called him immediately and told him what
had happened. Sabarish informed the colleague about
Mr. Krishnamoorthy’s location. The colleague rushed to the spot
at once and admitted him to the nearest hospital. And thus,
Mr. Krishnamoorthy’s life was saved in the nick of time.
Kaapavan
This is a story of Sabarish taking a step beyond the call of
duty, and being his customer’s Kaapavan (The Saviour).
27Vodafone Tales:
The 34 Biggest
Starring:
Sabarish M
(Collection Executive -
Credit and Collections,
Tamil Nadu)
Co-Starring:
Mr. Krishnamoorthy,
Colleague
Produced by:

Did you know?
The very next day when Subhra’s boss called Mr. Ghosh,
this was the feedback he got: “Great job! I would’ve been
nowhere if the data card hadn’t worked. This customer
service differentiates Vodafone from all the other telecom
operators and I’m proud to be a part of the Vodafone family.”
Once after working hours, Subhra – a Vodafone Channel Sales
Manager – received a call from a customer – Mr. Ghosh – who
told him how annoyed he was with Vodafone’s customer service.
Mr. Ghosh said that a sales Executive had taken Rs. 6999 from
him and had given him a data card, promising that it will be
activated within 24 hours. Mr. Ghosh worked with CESC and the
very next day he had to go to Bengaluru, where he needed the
data card for an important presentation.
Subhra then immediately called Vodafone’s back-end
Executive and confirmed that the line had been activated.
However, Mr. Ghosh was unable to use the data card as it
showed ‘No Network’.
As Subhra stayed near Mr. Ghosh, he promised to reach his
home within an hour. There, Subhra found that Mr. Ghosh was
previously using a different Internet service, which was causing
a problem in installing the Vodafone data card. Subhra
immediately uninstalled the other Internet service and
re-installed the Vodafone data card.
Mr. Ghosh’s data card began working instantly and Mr. Ghosh
was overjoyed that he could now surf the Internet and thanked
Subhra for his help.
Drutogati
Subhra had no more than a few hours to activate a
service for his customer. With no time to lose, Subhra –
a Sales Manager – with Drutogati (Super Fast Speed)
solved the problem and won accolades from
his customer.
28Vodafone Tales:
The 34 Biggest
Starring:
Subhra Bikash Adhikari
(Channel Sales Manager -
Sales & Marketing, Kolkata)
Co-Starring:
Mr. Ghosh
Produced by:

Santharam V.J. is a qualified Life-saver.
At a traffic signal about to go green, Santharam VJ – an Assistant
Manager at Vodafone – was at the front of the traffic. When the
light turned green, a girl on a 2-wheeler on his right sped off and
hit an old woman crossing the road. The old lady fell
unconscious and the girl too fell and got hurt and began
bleeding. Santharam immediately stopped his vehicle, rushed to
their aid and called an ambulance. He saw a Cognizant
Technologies ID card on the girl and called the emergency
contact number on it. He identified it as a Vodafone number.
The girl’s mother picked up and Santharam told her what
had happened.
Then, Santharam carefully extracted the old lady’s name and
address from her spectacle box that she was holding. On reading
the address, he realised one of his cousins lived in that area. So,
he called his cousin and told her to head to the old lady’s address
and inform her family.
Just then, the ambulance arrived and took both the injured
women to the hospital. Santharam then informed the police
about what had happened. He then handed both the injured
women’s belongings to the police and left for work.
Later, Santharam received a call from the girl’s mother who
thanked him for saving her daughter’s life. When Santharam
informed her that he was a Vodafone employee, she proclaimed
how proud she was to be a Vodafone customer! The old lady’s
husband too called and thanked Santharam for helping his wife.
Kaakkum Devathai
By saving two lives in a day, Santharam was more
than a hero for the two injured women - he was
Kaakkum Devathai (The Guardian Angel).
29Vodafone Tales:
The 34 Biggest
Starring:
Santharam VJ
(Asst. Manager - Credit and
Collections, Tamil Nadu)
Co-Starring:
Girl on 2-wheeler, Old lady
Produced by:

Boss’ dialogue:
Suresh’s personality always does the magic. He understands the
customers’ problems and needs and then even if it required for
him to go out of the way to help them, he will do it. He’s truly
Happy to Help.”
On Janmashtami, Suresh – a Vodafone Executive – received a
call from Mr. Lamba – a Vodafone customer. Mr. Lamba’s
daughter was studying in Rajasthan and was using a Vodafone
Prepaid number that had been barred. On hearing this, Suresh
assured him that he would help him.
Suresh called the Rajasthan Customer Care team since it was a
holiday and his office was deserted. When Suresh learnt that
Mr. Lamba’s number was barred due to non-documentation, he
called Mr. Lamba and asked him to submit his documents. The
next day, Mr. Lamba brought his documents and Suresh filled
the PAF and immediately called the Rajasthan back office to
unbar Mr. Lamba’s number. He then couriered all the
documents and forms to Rajasthan and the service was restored
at 6:30 pm the same day.
Delighted with the service, Mr. Lamba told Suresh that he was
unhappy with his data card that belonged to a different service
provider and enquired about Vodafone’s USB stick. Suresh gave
him all the details about Vodafone’s at ` 6999 unlimited plan.
Mr. Lamba then requested Suresh to visit his home to collect the
documents for the USB stick. Despite the heavy rains, Suresh
went to Mr. Lamba’s home, completed all the processes and
activated the USB card.
Mr. Lamba then enquired about Vodafone’s Prepaid and
Postpaid schemes and after listening to all the schemes from
Suresh, Mr. Lamba asked for 2 new Postpaid connections. It’s
nice how an act of helpfulness translates to benefits for both the
customer and the Vodafone employee.
Ekalveer
Like an Ekalveer (One Man Army), Suresh straightened
out his customer’s woes and reaped the benefits of
his dedication.
30Vodafone Tales:
The 34 Biggest
Starring:
Suresh Methwani
Service, Gujarat)
Co-Starring:
Mr. Lamba
Produced by:

The next day, Mr. Venkat visited the store with two of his friends
and purchased three USB sticks.
One day in March 2011, Mr. Venkat, a customer, visited a
Vodafone Store to buy a USB stick and Satyanarayana – a
Vodafone Executive – gave him all the details. Mr. Venkat said
that he’d think about it and would return by the evening. When
Satyanarayana called Mr. Venkat in the evening, he replied that
he’d buy it the next day. But when he did not turn up,
Satyanarayana called up again. Mr. Venkat said was busy and
would come in later.
Next day, on Sunday, Mr. Venkat called Satyanarayana and
asked for a demo. It was a holiday and Satyanarayana was in a
dilemma whether to go or not since he lived quite far from where
Mr. Venkat lived. Nevertheless, he informed Mr. Venkat that
he’d come by 4 pm. After driving for 2 hours, Satyanarayana
opened the Store, took a new USB stick and went to Mr. Venkat’s
house. Mr. Venkat was happy to see Satyanarayana arrive on
time and after the demo, he agreed to buy the USB stick.
Mr. Venkat did not have cash so he gave Satyanarayana his credit
card. Satyanarayana took the card to the store, charged the
payment and returned the card to Mr. Venkat with a receipt.
Mr. Venkat was amazed with Satyanarayana’s zeal and praised
his efforts. Satyanarayana simply smiled and replied – “Sir,
Vodafone is always happy to help.”
Vodipoku
Vodipoku (Never Say Die) – that’s an attitude which
Satyanarayana exudes. Find out how he travelled more
than anyone would have, that too on a holiday, to help
his customer.
31Vodafone Tales:
The 34 Biggest
Starring:
Satyanarayana Pachunuri
Service, AP)
Co-Starring:
Mr. Venkat
Produced by:

Sowmya used Google Maps to direct Mr. Karthick
to his uncle’s location.
It was a just another day at work for Sowmya when she received
a call from a worried customer - Mr. Karthick. He sounded very
distressed and told Sowmya that his 70-year-old uncle, an
Alzheimer’s patient, was missing. Mr. Karthick explained that
his uncle had gone for his evening walk and hadn’t returned and
that it had been over 3 hours. More importantly, his phone
was unreachable.
Sowmya immediately took control of the situation and asked for
his uncle’s number. She tried the number and luckily Mr.
Karthick’s uncle answered. Sowmya asked him to hand over the
phone to someone around but to no avail and the call got
dropped. Sowmya redialled the number and asked the old man
where he was. He had no clue about his location. So, Sowmya
asked him to read out the names of any street boards or shops
nearby so she could determine the location. The old man
mumbled something and Sowmya deduced that he was in
Avvai Nagar.
She called up Mr. Karthick and gave this information to him.
Sowmya told him to drive towards Thiruvanmiyur while she
gave him directions. Within 20 minutes, Sowmya got a call from
the much relieved customer who had found his missing uncle.
Theduthal
Theduthal (The Search) is a gripping story of a
customer’s search for his missing uncle, an
Alzheimer’s patient, and Sowmya’s terrific display of
the ‘Happy to Help’ attitude.
32Vodafone Tales:
The 34 Biggest
Starring:
Sowmya Raghavan
Service, Chennai)
Co-Starring:
Mr. Karthick
Produced by:

Customer Speak:
“The world still has some great human beings like you.
You are a hero in real life.”
One morning, when Suryakant – a Vodafone Executive – opened
the Store, the first thing that caught his attention was an
unsealed white envelope on the floor. On opening it, he found
` 20,000 in it, along with a competitor’s SIM card and
some papers.
He also found a form on which a Vodafone number was written
and signed. Suryakant called on that number and introduced
himself as a Vodafone employee but before he could say anything
further, the customer – Mr. Sahoo – disconnected the call by
asking him to call later.
Suryakant called him back again and that time Mr. Sahoo
shouted at him for calling back and before he could disconnect,
Suryakant said that he had an envelope. Instantly, Mr. Sahoo’s
tone changed. He was extremely relieved and told Suryakant that
the envelope had money in it and it belonged to someone else.
He also mentioned that he had lost hope of finding it.
Mr. Sahoo visited the Store later. After verifying his signature on
the form, Suryakant handed over the envelope. Mr. Sahoo was
overwhelmed and thanked Suryakant by telling him that he was
a Vodafone hero.
Aloda Laaphaapaa
Anyone in his place would have ignored this
Aloda Laaphaapaa (The Unclaimed Envelope), but
Suryakant didn’t.
33Vodafone Tales:
The 34 Biggest
Starring:
Suryakant Pal
Service, Orissa)
Co-Starring:
Mr. Sahoo
Produced by:

The Enterprise team managed to communicate, co-ordinate
and dispatch the replacement SIM to Mr. Halder at the
airport within 30 minutes.
One evening at 8 pm, Shabnam – a Vodafone employee –
received a call from Mr. Halder of Tractors India Ltd. He told her
that he had just lost his handset. Shabnam promptly blocked his
number and told him that she’d arrange to deliver a replacement
SIM to him the following Monday.
A few days later, Mr. Halder called Shabnam again and said that
his new SIM had stopped working. He was on his way to the
airport to leave for a week long official tour. On hearing this,
Shabnam and Jyotesh – the Relationship Manager for the TIL
account – checked the system and discovered that there had
been another SIM replacement request taken by their SMD
team. Since that was a COCP connection too, the SMD team had
delivered the SIM to Mr. Halder’s office. However, Mr. Halder
neither reported the loss of his handset to his organisation nor
was told by his administration that a duplicate SIM had
been delivered.
Now Shabnam and Jyotesh’s objective was to get another SIM to
the customer before he goes for the security check at the airport.
Supriya Dey – the Fulfilment Manager of TIL – quickly sent
Gurdeep – an Executive – to the airport. Gurdeep managed to
enter the airport and handed over the SIM to Mr. Halder.
Shabnam took the IMSI from Mr. Halder over the phone while
he was boarding the flight. Shabnam then activated his number.
Mr. Halder thanked the entire team for their never-say-die spirit.
Ekjut
Team spirit is one of our most important assets. Ekjut
(United We Stand) is a marvellous story of how a team
worked together and helped a customer overcome an
issue, in the nick of time.
34Vodafone Tales:
The 34 Biggest
Starring:
Shabnam Majumdar,
Jyotesh Mehta, Supriya Dey,
Gurdeep Singh
(Enterprise Team - Kolkata)
Co-Starring:
Mr. Halder
Produced by:

VodafoneTalesTHE34BIGGESTBLOCKBUSTERSOFTHEYEAR
Tamal Saha
Director – Customer & Channel Management
Vodafone India
Vodafone Tales is a testament to those who follow the term
'Service' to the T.
Service is the best strategy for competing in the marketplace.
In this book, you'll learn that being on par in terms of price
and quality only gets you into the game, while exceptional
Service wins the game.
The stories you'll read will remind you how every single
contact we make with our customers either cultivates or
corrodes the relationship - be it from the CEO, network
engineers, sales force, support staff or the customer service
team. This includes every letter we send, every ad we run,
and every phone call we attend.
It's important to understand that our customers don’t expect
us to be perfect. They do, however, expect imperfections to be
corrected quickly, painlessly and fairly. We should be able to
create Moments of Magic in all customer interactions and
always be Happy To Help. I admire our Service Champions
who have gone beyond the call of duty to create extraordinary
moments of magic for our customers.
I also appreciate and congratulate all the Vodafone and
partner employees who contribute their Tales every month.
Every story is an excellent act of going beyond ones duty to
serve. These stories must inspire each one of us in our efforts
to consistently delight our customers.
Go ahead. Make a difference!

Vodafone tales 2012 Book

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Vodafone tales 2012 Book