Difficulty with service delivery

I have written earlier on the kind of service we are used to getting in India, and the saga sort of continues. One can listen to frequent horror stories of how a customer gets treated in Shopper's Stop when he wants to exchange a shoe which he bought a couple of days back. The typical service levels at our banks are again not something which one would actually want to talk about, and obviously it is not just the public sector ones which excel at that.

In this context I would like to relate a service experience albiet a positive one for a change. This happened with one of my friends when he went to get his car serviced. He went for his regular service and was not happy with the service gave his feedback to the company complaining about the tardy service which he got without expecting much to happen, but to his surprise within a matter of a few days he had people from the company, the dealer rushing to him with apologies and gifts. At the end he was more surprised than happy with the experience and was wondering what had happened to our service standards, have they really changed...

Though we tend to acknowledge the fact that because services are people driven there would be a lot of variation in the levels of service being delivered, but one has to experience that to realise how critical it can be as happened with us in our recent trip to uttranchal. We spend close to eighth days across four rest houses of KMVN ( a government tourist facility) and found the behaviour and how helpful the front desk people where at the place made a lot of difference to your overall experience at that destination and you also come up the conclusion that some people are stuck with a job (service job) which they should have never come to in the first place...............