Retyremag75

retyremagAn initiative by retyrement.com#75 June 1, 2018
previouslyYmag
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Greetings!
In India, we face a great corporate lie: CUSTOMER IS THE KING.
When were you treated like a King last time?
We don’t matter to most of the organisations after the sale is made
and money handed over.
Company rules, hitherto unknown and not shared come into play
behind the apathy of inaction. Sorry sounds hollow and SERVICE
RECOVERY is a concept organisations would not delve into.
For how long would this SAD and BAD experience will keep making
customers MAD?
Time to think…
Cheers
Rajiv Khurana
action@retyrement.com

previouslyYmag
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6 Common Customer
Service Team Challenges
1. Very little control
over the incoming
workload—they can’t
reduce the number of
tickets because that is
caused by the
decisions of the
marketplace, of other
teams in their
company or
sometimes just the
phase of the moon.
2. Little influence over
what tools they use.
3. Minimal decision
making authority.
4. No clear connection
to the company’s
overall vision and
goals.
5. Limited interaction
with, and respect
from, the rest of the
company.
6. Ill-defined or non-
existent career paths.
Creating an environment that
produces exceptional service
Great service comes from engaged,
competent, motivated teams, and can be a
truly hard-to-replicate advantage in a crowded
market.
Involve your customer team in product
decisions: they can use their unique customer
knowledge to powerfully shape your product.
Give the team authority: let your agents
decide what action is appropriate in any given
situation (and give them training and support
to make the right call).
Provide clarity of purpose: make sure your
whole company understands why customer
service matters, and act accordingly.
Put some money on the line: Invest in staffing
so you create enough space and capacity to
allow your team to provide exceptional service.
Check out the 2017 Customer Support Salary
Study for some insight into how support teams
are paid.
Watch your metrics: If you only measure speed
of reply and speed of resolution, then that is
what will take priority. If you want people to
focus on building lifetime value, loyalty and
deeper understanding of your customers,
measure that too.
Create service diplomats: give you customer
service team a role as emissaries to the rest of
the company, sharing customer knowledge and
bringing back product and company knowledge
to the front lines.
Every company will tell you customer service is
important, but talk is cheap. Building an
environment that grows great service naturally
is not cheap, but it pays off for years.
https://www.helpscout.net/helpu/your-customer-service-sucks/

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3
When
Customer
Service
SUCKS!
“Sahib, is baar bhi Big Bazaar chalein?” Guddu, our home-help
asked.
“Nahin yaar, garmi bahut hai, pichli baar Amazon try kiya tha,
achcha tha, is baar Grofers try kartein hain.” “Dekh lo Sir, kaho
to LALA ki dukaan se le aayun?” Having a self-proclaimed
intelligent and IT savy Boss has its own disadvantage. Guddu
knows it well. He conceded and uttered out a list that I proudly
fed into the App demonstrating the power of digital era and the
choice of today’s consumers. He even added his own list for his
kid’s birthday party. After paying on line, I told him about the
delivery day to be three days later. “Kya Sahib, paisa bhi pehle
aur delivery teen din baad! LALA to 2 ghante mein ghar pe dega
aur paisa bhi baad mein lega. Kaho to aapka bhi khaata khulva
dun?” Now, it was his turn. Knowing fully well that Grofer gets it
from nearby stores, I kept quite about the source and time of
delivery.
CASE STUDY ON CUSTOMER CARE
AT GROFERS
Rajiv Khurana

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The day of the delivery arrived. Guddu was on
chutti. I had to be home to receive the stuff.
There were no signs of Grofer Bhai. I called the
delivery man whose number was given. He
banged the phone apparently fighting with
someone else. Tried again. And again. He took
out the anger on my phone by not picking. I was
getting worried as some guests were expected. I
checked the App. The time of delivery had been
changed by them. I enter their chat room.
Standard copy-pasted answers followed. I
demanded to speak with someone. Someone
did call later not knowing what was happening
but cited operational issues. Operational issues
of delivering within a radius of less than 3 kms. I
recorded the conversation. Sixth sense! A call
came. It was Guddu’s wife. “Sahib, bachcho ki
party ka samaan aa gaya kya?” Embarrassed, I
wondered what to do!
I wrote a detailed email to Grofers attaching the
recorded voice call. Automated response came
and nothing more happened. Checked the App
again and I was astonished to see the entire chat
gone and the chat box itself disappeared. And
on top, the date of delivery shifted to next day
evening! One more day to invest in waiting and
what happens to Kids’ partying at Guddu’s home
and the snacks for my guests? I wondered in
agony.

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5
Someone called the next day
morning. Couldn’t help much.
Promised to get a senior call me in
30 minutes. It has been over 30
hours. No call has come. I, of
course, recorded the conversation.
In the evening a gloomy looking
delivery man knocks at the door to
deliver. I refused to accept the
material. The need was over. LALA
ki dukaan came to our rescue. I lost
my image in front of Guddu’s kids.
Old Indian saying, “An intelligent
crow sits on the shit.” I was sick of
the shit Grofers was meting out to
me. Someone called in the evening.
Didn’t know anything about the
matter. Requested him to read the
emails first. He banged the phone.
Nothing new. I recorded this too.
Decided to write an email again.
Again, received an automated
response. Yes, for the first time,
someone did write around
midnight and informed that the
matter shall be looked into. Do
whatever you wish. I have no more
expectations.

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6
My money is struck. I have asked
for it’s return PLUS damage of ONE
RUPEE as a token of compensation
for the agony faced and time
wasted. It’s important to hear the
audio files too. Sharing the link:
https://youtu.be/VbTa3X1h7Go
Now the questions for discussions:
What are the lessons from this
short case study?
What actions should a consumer in
this case take against Grofers?
If you were working for Grofers,
what would you do differently.
How should Start-ups work on the
much beaten to death statement in
India – “Customer is the KING!!!”?
What are your views on the
Consumers’ right to use the power
of the social media?
Feel free to discuss in your
management classes, training
programmes or customer care
deliberations. No need to hide the
names.

previouslyYmag
7
5/29/18, 8:28 AM - 1mg: Your order: PO1481834211203 with
0 medicines, dated 29-May, will be processed after you share
a valid prescription. Please click a picture of your prescription
and send it.
5/29/18, 8:28 AM - The business account you're chatting
with is now verified as "1mg". Tap for more info.
5/29/18, 8:28 AM - 1mg: Hello Rajiv Khurana,
We have partnered with WhatsApp for quick and transparent
communication. To stop receiving messages from us, please
reply with “DND ON”.
By your side,
1mg
5/30/18, 7:45 PM - 1mg: Your order: PO1481834211203 with
7 medicines, dated 29-May, will be processed after you share
a valid prescription. Please click a picture of your prescription
and send it.
5/30/18, 8:18 PM - Rajiv Khurana: Confusion at your end.
Received the following message from you yesterday:
Prescription Verified PO1481834211203: We will contact
you shortly to confirm the medicines and their quantity.
5/30/18, 8:23 PM - 1mg: Thank you for getting in touch with
1mg. We are currently unavailable to chat with you. For any
clarity on order related questions, kindly visit 1mg.com/help
5/31/18, 6:08 AM - 1mg: Dear user, thank you for contacting
1mg. Hope your query has been resolved to your
satisfaction. For assistance, you can also visit -
https://www.1mg.com/help
5/31/18, 7:31 AM - 1mg: Dear user, thank you for contacting
1mg. Hope your query has been resolved to your
satisfaction. For assistance, you can also visit -
5/31/18, 7:34 AM - Rajiv Khurana: These auto messages
have no meaning. Someone should read and make a sense
of what is coming from you.
This is no way to do business.
Mindless
Application of
Technology
How to lose
Customers?
- A REAL
conversation
that initiates
HEAD ACHES

previouslyYmag
8
5/31/18, 7:34 AM - 1mg: Thank you for getting in touch with 1mg. We are currently
unavailable to chat with you. For any clarity on order related questions, kindly visit
1mg.com/help
5/31/18, 9:59 AM - 1mg: Dear user, thank you for contacting 1mg. Hope your query
has been resolved to your satisfaction. For assistance, you can also visit -
5/31/18, 11:53 AM - Rajiv Khurana: Please close this interactions. Seems no one is
reading it or understanding it.
5/31/18, 11:53 AM - 1mg: Thank you for getting in touch with 1mg, our agents will
attend to you with your query at the earliest.
5/31/18, 8:04 PM - Rajiv Khurana: You guys are too funny.
Different people call at different times. A time slot is fixed for 4 pm on June 1, 2018
with the first guy.
Now after the second person calls, the order is unilaterally cancelled.
See below:
Order Cancelled PO1481834211203: Your order has been cancelled on 31-05-2018
19:57:33. More info at
https://www.1mg.com/trackOrder?orderId=PO1481834211203
How do you want your customer to react?
5/31/18, 8:04 PM - 1mg: Thank you for getting in touch with 1mg. We are currently
unavailable to chat with you. For any clarity on order related questions, kindly visit
1mg.com/help

previouslyYmag
https://www.entrepreneur.com/article/284045 I’m retyred!
9
Master Class
by RAJIV KHURANA
Time to add
to your L&D initiatives.
SMART
Strategic
Micro-learning
ART
Diminishing attention span and
self-perceived limited available
time makes people look for
short, simple and focused
learning.
A research says that we spend
almost 4 hours a day on our
smart phones. Time to deliver
short modules to capture
learners’ attention and
celebrate learning. After all,
BITE SIZE is RIGHT SIZE.
Act SMART for a smart phone.
Micro-learning can deliver soft
skills, functional skills, critical
communications and
compliances.
Call 9810211256 or write to
rajiv@rajivkhurana.com to co-
design the practiceshala as per
your organisational needs.
Check samples at
www.youtube.com/c/rajivkhurana

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I’m retyred!
10
https://www.thinkwithgoogle.com/marketing-
resources/micro-moments/
Way
Forward…

previouslyYmag
Alignments to
Create
Entrepreneurs
Presents
an ACE
Setting business is
glamorous yet not
easy.
Retiring and starting or
retyring to start your
business needs hand-
holding.
retyrement.com
creates meaningful
alignments on your
behalf with genuine
and well established
partners. 1/3
11

previouslyYmag
Partnership
Alignments to
Create
Entrepreneurs
retyrement.com
is committed to facilitating a
meaningful platform where you
may consider donning the cap of
an entrepreneur and retyre into a
rewarding futuristic role for
yourself – alone or in partnership
with a friend or a family
youngster.
retyrement.com
offers you SMART help.
Screening – right partners you may wish to align with
Mentoring – to get started and stay on course
Advising – through competent professional services partners
Relationships – through wide and varied networking support
Training – to learn the technical, commercial and management
nuances of your business.
SMART
2/3
12

previouslyYmag
Alignments to
Create
Entrepreneurs
retyrement.com
SMART
You should have a
✓ Burning desire to
start or expand your
enterprise
✓ Willingness to work
hard and enjoy your
work
✓ Zeal to deal with
educated medical
professionals and
hospitals
✓ Capacity to make or
organise investments
✓ A younger family
member to join you
in this venture to
attract Bank loans
under various
schemes (desirable
but not essential)
You will receive
✓ A highly intensive skills
development training
to understand the
products and
marketing techniques
through interactive
class-room and virtual
platforms
✓ Support to promote
and sell the high
quality HOSPITAL
SURGICAL
CONSUMABLE
PRODUCTS, Made in
India, by the reputed
Sterimed Group with
around 30 years of
successful market
presence.
✓ Opportunities to
compete and win
recognition and
awards for your high
accomplishments.
You will earn
✓ Good income
✓ Social standing
✓ Pride of associating
with ‘Make-in-
India’ health-care
products
Send your interest to:
action@retyrement.com
Partners with
www.sterimedgroup.in
3/3
13

previouslyYmag
You are never
too old to set
another goal or
to dream a new
dream.
C.S. Lewis
retyrement is a newly
minted metaphor of the
current age. Your age. We are
your co-companion whenever
you desire a fresh re-start.
We enable you. We create
the platform for your re-
engagement. We stay with
you. We walk with you into a
bright new sun where you
may discover the right
opportunities for your
economic, professional,
entrepreneurial or social
engagements, desires and
well being.
Retirement or planning to
retire may exhaust you.
retyrement will
rejuvenate you. Your second
inning is set for a better
game. Play on. Relive. Retyre.
A brief on
https://youtu.be/o3JVQWTsVAQ
IntroVideo
14

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Re-learning For - Career, Advancement,
Society, Hobbies
Emotional And Spiritual Growth
Training, Coaching, Mentoring,
Counselling…
Yoga, Fitness And Health-care
Reading, Writing And Speaking
Enterprise India
Money-mgt. And Monetising Wisdom
Educating and Skilling India
New Ways To Societal Impact
Travel, Adventure, Rejuvenation… C.A.T.Community Action Team
Choose Wisely
Join any or
many of our
10
communities
15
Communities

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Re-learning For -
Career, Advancement,
Society, Hobbies
Times change faster
than before.
Knowledge, Attitude,
Skills and Habits of
work remain in
transition. How are you
keeping up? Get going
with a consistent Learn
– Unlearn – Relearn
mode. Create or join
various communities
focused around your
interest of learning,
e.g., social media,
photography, financial
management, social
work, adult literacy etc.
Emotional And
Spiritual Growth
Emotional balancing
and maturing of mind,
being content with self
and in relationships
with others,
discovering your true
spirituality and making
yourself internally
sound and healthy is
an integral part of life’s
pursuits. This
community shall aim to
bring like-minded
people together to
discover and share the
power of self in terms
of micro and macro
perspective.
Training, Coaching,
Mentoring,
Counselling…
Each one of us would
have decades of life
and career experience.
We all have a desire to
share as we know that
a lighted candle can
light another candle.
This community brings
together people who
wish to hone, fine-tune
and share their
learning and skills
besides co-creating
opportunities to
practice them well for
financial or self-
actualization goals.
Communities

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Communities
Yoga, Fitness And
Health-care
A majority of us would
agree that we have not
taken much care about
our physical and
mental well-being.
Whenever you think
about it, it’s a good
beginning. Join this
community to
participate in and
understand all the
streams of medical
sciences and
healthcare practices
for rejuvenating God’s
gift to us. Our body
and mind. Yoga adds
big time to our life.
Reading, Writing And
Speaking
Web 2.0 has assured
that each one of us
could be a great
Blogger or Vlogger.
Social media has added
diverse opportunities.
We need a platform to
share our creations
and showcase our
skills. The community
brings together people
for whom a ‘good
expression’ matters.
Time to unleash the
Shakespeare or
Premchand in you.
Digital expressions you
can hone gradually.
Enterprise India
Business, Job,
Consulting, contracting
or social
entrepreneurship,
there are opportunities
every where. How do
we spot them? How do
we start a new
business or take up a
franchise? How do we
handle our start-up?
When buddy career
makers and career
builders come
together, the co-
learning can be highly
fruitful. ‘Make in India’
needs it. So do SMEs in
India. And you?

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Communities
Money-mgt. And
Monetising Wisdom
Financial resources,
properties,
entitlements,
investments, insurance
and managing them
effectively are critical.
We need help from
experts in different
domains, be it legal,
financial or technical.
This community brings
together professionals
to guide and support.
How would you like to
monetise your own
wisdom when you
serve? Time to cross-
check and adopt too.
Educating and Skilling
India
Be it a school,
polytechnic, college or
an institute of higher
education, India has a
short supply of
talented people.
Skilling India needs a
large number of
professionals with right
temperament and skills
to groom youngsters
for future. With our
good life and work
learning, we can hone
our skills to take up the
mantle of
teaching/training for
India’s future building.
New Ways To Societal
Impact
Many of us nurture the
dream of doing
something someday
for the society. Why
wait? The time to do is
now. Join the like
minded people and
discover areas,
avenues or institutions
that may benefit from
your expertise. Who
knows, some people in
this community may
create a small help
group or big social
enterprise to address
the societal needs in
India.
Travel, Adventure, Rejuvenation…
We are never too old to discover new culture, places, lifestyles and bounties
of nature. A like-minded group may enhance the spirit of discovery and
learning. This community may aim to share the experiences and forge
bonding with members to move together, dine together and enjoy together
for the rejuvenation of mind, body and soul.

previouslyYmag
19
I’m
retyredCreed of forever Young

previouslyYmag
20
Rajiv Khurana
CMC, FIMC
International
Management
Trainer and
Consultant,
Executive
Coach,
Venture
Mentor,
Author,
Blogger,
Columnist,
Social
Entrepreneur,
Photography
Enthusiast
CEO and Founder:
THE PERSONNEL LAB.,
Management Consultants
http://in.linkedin.com/in/rajivkhurana
google.com/+RajivKhurana
Twitter: @rajivkhurana
www.rajivkhurana.com
www.thepersonnellab.com
www.retyrement.com
https://www.youtube.com/c/RajivKhurana
https://www.facebook.com/mentoringbyrajivkhurana
Honer. Ideator. Mentor.

Retyremag75

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