This is How Bajaj Works! - Page 7 - xBhp.com : The Global Indian Biking Community

HydBiker · 05-06-2010, 01:16 PM

@insanebiker, such situations are heard at many places. Not just Bajaj. But the heights of arrogance here is that even upon RM's notice those guys were trying to play smart!!!

@aargee, good scenario mate. That's a possible situation.

But then, a customer gives a damn to that problem. In fact, if the owners / big bosses have some focus for customer service then the managers or the supervisors won't generally behave so idiotic.

BTW, the other two real situations you have explained, the people were courteous and have even offered you some sort of a work around - may not be a resolution at all. Now, that is the key. I don't say that problems should not happen or perfect solutions must be found. I say that the people should have some focus for the customer, his money / need / sentiments and be able to empathize with the situation and put an effort to serve the customer - whether the outcome would be a perfect solution to the problem or not.

It is so simple. It starts at home. Say , our kids ask for an expensive toy that we cannot afford, would we say "GM" and leave? or would we first accept his request and then convince them somehow that we cannot buy that toy and the kids would have to make it out with something else.

insanebiker · 05-06-2010, 01:29 PM

Quote:

Originally Posted by shrinathrao

This incident should be posted on all known biking and community sites all over india so people know the status of the bajaj service in india.

Yeah. I am ready to do that.

Quote:

Originally Posted by Mik

Thats just pathetic. I wonder, is this the case with Bajaj service centers only, or do others have the same problem.

And its surprising to see that even the RM is trying to reason out with the customer when they are clearly at fault.

What's even more pathetic was the treatment which the Works Manager gave to me, a customer!

I am attaching the pics for reference.

2 Pics showing cracks for 2 cm on both the RH and LH side, 1 showing the new visor!

aargee · 05-06-2010, 03:13 PM

Quote:

Originally Posted by HydBiker

But then, a customer gives a damn to that problem. In fact, if the owners / big bosses have some focus for customer service then the managers or the supervisors won't generally behave so idiotic.

Right. We as customers, work for some other company or some other organization where we also see the same attitude of the lady receptionist, head mech & sr mech, only thing is the face & names are different & we would also be pissed off when we go back to service center only to find the motorcycle is not ready or like our friend who has experienced in Alagendra in CBE and we probably control sometime & yell at them (used to do this a while ago). But then it doesn't get us what we wanted; realizing this, its either change them or change ourselves. So I adopted Gandhian principle - We must be the change we wish to see in the world.

Quote:

Originally Posted by HydBiker

BTW, the other two real situations you have explained, the people were courteous and have even offered you some sort of a work around - may not be a resolution at all. Now, that is the key. I don't say that problems should not happen or perfect solutions must be found. I say that the people should have some focus for the customer, his money / need / sentiments and be able to empathize with the situation and put an effort to serve the customer - whether the outcome would be a perfect solution to the problem or not.

Well in those 2 situation, one occurred in USA, which is exceptional; I mentioned that incident only to make a apple-apple comparison. However, the person who (tried) providing a solution is the owner himself & he knows the value of a customer & does not live on paycheck.
So that brings another point - accountability. Just like sales target & vehicle targets, there should be a measure of attitude based on customer complaints. Anyway, these are good to discuss here, but these are very far days.

Quote:

Originally Posted by HydBiker

It is so simple. It starts at home. Say , our kids ask for an expensive toy that we cannot afford, would we say "GM" and leave? or would we first accept his request and then convince them somehow that we cannot buy that toy and the kids would have to make it out with something else.

You hit the point; that's why I already started it with my Son, who's just 2.5, and taught him few important words such as - Sorry, Thanks, Welcome & Hi. As you very rightly said, when he asks for something, I either give him a timeframe & honor it OR give a justification as why it cannot be done. No snubbing.

satan69in · 05-06-2010, 03:29 PM

pathetic miscreants

dcs · 05-06-2010, 05:21 PM

Quote:

Originally Posted by rx100.7050

Bagga is the biggest dealer of Bajaj, if am not wrong. And that's the reason why Bajaj is so fearful of acting upon them.

Exactly, this is the point I want to send across. Thugga Link may be the biggest dealer and hence people at Bajaj are granting the dealership unwanted leniency.

Quote:

Originally Posted by nipunblaze135LS

Come on mate dont listen to this thing screw him.

Nipun, I opted to speak my heart out on xBhp. And I hope my act would be appreciated.

Quote:

Originally Posted by Aryan

DCS is a matured guy, my friend.

Aryan, this is the worst allegation I have faced in ages now J

Quote:

Originally Posted by riazmomin

Calling up regional office and get hold of the main guy is the fastest way and this has worked for me in great way. And that main guy would be the link between regional office and dealer.

Sure mate, I have also spoken to one Bajaj official about the matter and am awaiting to hear on this.

Quote:

Originally Posted by desideep

DCS i just cant understand that why did you not take the bike to Kirtinagar service center when we had already talked to them i even see your fault here.

Thank you Saar, I am the biggest moron with a goose pimple on my forehead.

Quote:

Originally Posted by anhil8tr

You started the conversation with sarcasm not really the best thing to do, with his limited vocabulary he tried to ascertain what the problem was, didn’t he though he sure was rude but he tried and then you asked him to transfer the call to his senior. Being in the service industry myself I know as a manger I would’ve wanted to provide a solution at my level itself rather than escalating it to the next level.

Being a lobby manager at a 5 star hotel I have to deal with irate guests everyday to earn my bread and butter, but I need you guys to look inside and tell me, how many times do we guys behave in a humane way when dealing with someone from customer relations?, the truth is very seldom. Had you taken up the issue differently it would’ve yielded a different result.

I am not supporting what the manager did rather it was abhorring but its just how things turned out, don’t generalize it for the whole company, in my four years of being with Bajaj I’ve honestly never faced a problem with any SVC apart from Khivraj here in blore. Back in delhi whichever SVC I went to was quite competitive.

I started the conversation with sarcasm? Yes I did, but was I calling up a party line and talking issueless? Mate, the point that you are sending across is well understood, as I too have worked at different levels in the service industry. I know how a person is supposed to answer a professional call, no matter how unparliamentarily the person on the other end may be.
People would loose their job, if anything as close as 10% of the severity like this would have happened, had the case been some BPO. Now the reason why Naresh said all that could have been many, but I couldn’t care less.

I understand its easier to criticize and condemn, but why should we not understand the basic fact that we are paid to be nice, and we earn our bread and butter from our jobs that might involve hearing some not so pleasant things. Lets be true to our jobs atleast.

Quote:

Originally Posted by Mik

Right now, customer is king and these guys better realize it [IMG]file:///C:/DOCUME%7E1/COMP4/LOCALS%7E1/Temp/msohtml1/01/clip_image001.gif[/IMG]

True Mik, most of the people with an authority understand this, however this has to go deep to the roots too.

Quote:

Originally Posted by aargee

@Dcs Sir - Well, I would start off saying only one thing, every animal has its own territory & you cannot challenge everyone over there. Everyone's has got their own ego, status & when you touch upon those things, they get pissed off.

To cut things short, sorry, do not get offended, if someone asks my name over the phone as second question, I would simply put the phone down unless they tell me their purpose of the call, because, it is my discretion whether to convey my name or not.

Sure Mate, you are true. You would feel hurt, if I be rude to you at Dhaba get together and perhaps might teach me a lesson too, but if you go mad at your work station shouting names to your bosses, then I am sure- Either you will be transported to some mental asylum or would be shown the way out. The problem here is, rather then looking out at the callous nature of people who are selling in numbers, we are trying to act as some Shri Shri 1008 Baba Forgive-All.
Rule me out mate, am no saint, wont like to be either. And quoting you on your words for putting down the phone on someone who asks you your name- Mate, it’s a serious case of Attitude Problem, unless it’s a personal phone you are answering on. Give it a serious thought.

Quote:

Originally Posted by ravi@17bhp

I too felt the same.

Somehow, I was missing your VALUEABLE inputs on the thread. Glad that you showed up finally.

Quote:

Originally Posted by HydBiker

The chain is only as strong as the weakest link in it.

Holds good for customer service. Worked in customer service for 10 years and time and again I have noticed that "understanding a customer's problem from his perspective" is the key thing. Whether you are able to address the issue or not, the behaviour and attitude towards serving your customer is the most important thing.

But he was speaking on his office phone where he is paid to serve his customers - not to boss around on customers. He has to identify himself properly whether it was media or dogs on the other side.

Mate, Couldn’t say it any better than what you did. Cheers.

Quote:

Originally Posted by prafultripathy

And I can assure each every manufacturer has their set of "lemon" dealerships.

True Praful, each manufacturer has Lemon dealer, but with Bajaj, I have seen all Lemons. Too much lime’ n’ lemony suits Limca, not a two wheeler company.

Quote:

Originally Posted by aargee

Well, if you ask him, he would say, I can identify myself to media, but why to dogs? Let me give you another angle to think, but pls remember, I'm not defending anyone, all I'm trying to state is, they'll behave for what they're paid & will do as instructred & if they do it, they can survive if not they'll be thrown out of the dealership.

Perspective but pure my imagination, but no guarantee that it cannot be the case - You're the manager working there, came to office at 8:00 & you've to keep answering the phone for every 15 minutes, asking for a specific model, spec, delivery, enquiries despite the receptionist who's supposed to work from 9-6. Now she's kind of person who has a guilt of coming to office late everyday & compensates by leaving early & you can't do much about it because she's a relative of the owner.

The head mech is a short tempered ye knowledgable person, but has a affinity toward the receptionist. So you can't yell this guy to work but have to brush him.

The Sr Mech is a not a bright guy but is very polite & works hard to keep up his job.

Forget the rest of the crew everyday, just by your phone keeps ringing, feel how much you're irritated to answer the calls for which someone else is being employed. Think about the fight you'd with the head mech who sometimes threaten to walk away for a while or does not attend some important issue to be fixed & you're at the mercy of the sr mech.

Dear Argee, I appreciate your stand for trying to make us see the other side of the coin, but as I said earlier, I am not saint. If I would have been any better, I would have been in Himalayas practicing Yoga and not sitting in front of a key board. Also, lets not forget, if one can not do what one is supposed to do, either he should Learn, or let someone better to do the Job.

@ ALL: I don’t want to rage a war, I don’t want to be rude to my mates, but I just want to say- Bajaj is not taking care of the people it is earning from. Lets not forget, one satisfied customer may not get you another, but one dissatisfied customer will make you loose 10.

P.S: Just felt like updating, I heard from Mr. Sumit Kapoor, owner of Swadeshi Auto, Delhi, who being a thorough gentleman apologized and assured me of a corrective action to be taken.

P.S II: Not all people with Bajaj are BAD.

tanay · 05-06-2010, 05:40 PM

Quote:

Originally Posted by dcs

True Praful, each manufacturer has Lemon dealer, but with Bajaj, I have seen all Lemons. Too much lime’ n’ lemony suits Limca, not a two wheeler company.

Yup I feel the same, have gone to the Svc centers in Bangalore and Delhi and every time there has been a mess-up or a rip-off.

In Bangalore I found Auto Service and never looked back at Khivraj Fraudsters. No such alternative here

aargee · 05-06-2010, 06:15 PM

Quote:

Originally Posted by dcs

Exactly, this is the point I want to send across. Thugga Link may be the biggest dealer and hence people at Bajaj are granting the dealership unwanted leniency.

Well Dcs Sir, here's something more that I would like to add. This is not only happening with Bajaj, but with another prominent two-wheeler manufacturer. Well to give you outline, its being told that, one of the authorized distributor in this state started stocking up important parts such as cylinder & then created an artificial demand. To make matter worse, this distributor makes nearly half of 8 digit every month & that too only through spares. This shot up the price for those parts in grey market & this forced the manufacturer to raise the price instead of making the parts easily available through their poor dealer network.

In this case, whom do we blame? The manufacturer or the dealer? I don't get it serviced at an A.S.S, I do the service partially by myself & most engine works are taken to local garage. Net net, I would attribute all this to the pathetic state of this country's economy that fails to provide equal opportunity & control the fair trade practice.

HydBiker · 05-06-2010, 07:59 PM

Quote:

Originally Posted by dcs

P.S: Just felt like updating, I heard from Mr. Sumit Kapoor, owner of Swadeshi Auto, Delhi, who being a thorough gentleman apologized and assured me of a corrective action to be taken.

Ah, finally, can see some light - hope that is the end of the tunnel & not another mindless guy in wrong route

Quote:

Originally Posted by aargee

Net net, I would attribute all this to the pathetic state of this country's economy that fails to provide equal opportunity & control the fair trade practice.

Things like those + Health & Safety are expensive stuff to implement. Are we ready to pay that cost? I guess, not yet.

aargee · 05-06-2010, 08:21 PM

Quote:

Originally Posted by HydBiker

Things like those + Health & Safety are expensive stuff to implement. Are we ready to pay that cost? I guess, not yet.

Well, too long to go

05-06-2010, 01:16 PM	#61 (permalink)
HydBiker Senior Member Join Date: Sep 2008 Location: Hyderabad Posts: 3,205	@insanebiker, such situations are heard at many places. Not just Bajaj. But the heights of arrogance here is that even upon RM's notice those guys were trying to play smart!!! @aargee, good scenario mate. That's a possible situation. But then, a customer gives a damn to that problem. In fact, if the owners / big bosses have some focus for customer service then the managers or the supervisors won't generally behave so idiotic. BTW, the other two real situations you have explained, the people were courteous and have even offered you some sort of a work around - may not be a resolution at all. Now, that is the key. I don't say that problems should not happen or perfect solutions must be found. I say that the people should have some focus for the customer, his money / need / sentiments and be able to empathize with the situation and put an effort to serve the customer - whether the outcome would be a perfect solution to the problem or not. It is so simple. It starts at home. Say , our kids ask for an expensive toy that we cannot afford, would we say "GM" and leave? or would we first accept his request and then convince them somehow that we cannot buy that toy and the kids would have to make it out with something else. __________________ Jawahar Navodaya Vidyalaya Alumni? PM me for an Invitation to *myJNV - the navodayan connect!*

05-06-2010, 03:29 PM	#64 (permalink)
satan69in Thejus LeTz RoCk Join Date: Dec 2008 Location: hyderabad Posts: 1,900	pathetic miscreants __________________ I RuLe Da HeAvEn, I RuLe Da heLL,I RuLe Da UnIvErSe, As HuMaNiTy FeLL http://www.orkut.co.in/Main#Profile?...79612188840642 http://www.facebook.com/home.php?#!/...00000077242611

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