I have been an account holder with ICICI bank for over 12 years and yesterday I had the most bizarre experience with their customer care dept.I was in need of a cheque book urgently and I rang up their Mumbai call centre on 28307777.After going through the unwanted IVR.
In was put through to a CC exec..He did not know anything about chequebooks and agreed to transfer the call but I was cut off on transfer.I again called the same no and by chance the same guy called Ram answered.He put me through the same rigmarole and finally cut the call.
I again called a third time and a girl answered when I was connected to the CC exec.She kept me on hold for 12 minutes and then cut the call.A fourth attempt and going thru the IVR landed me on an exec called Vanessa.Although she did not know the procedur she took her time(15 mts) and finally took down my request for a cheque book and gave me a reference number.I only have to wait and see if it gets delivered as the last time when I had ordered a cheque book , it was not delivered for over a month.On enquiry I was told that the request was not registered and the CC exec had taken me for a ride.
I know that the call centre activities are outsourced but why do they have to give it to such substandard people.The treatment you get when you visit a branch is fantastic but the face which interacts with the customer, the call centre, is pathetic.
Ms.Chanda Kocchar, are you listening????????