Customer Service is a reality or myth.

During my MBA time, it was taught to us that Customer Service is Key to success for all industry.Specially industry like food, restaurant, retail,e-com where a customer is more often change loyalty to a particular brand.

As the price of product/service is moreover same in different players on same industry.

To distinguish themselves from the competitor, an organization run a different type of customer service scheme, loyalty programme.

Here I am discussing 3 big brand and their views on Customer Service.2 are from the online platform and 1 are from conventional store format

1.Apollo Pharmacy:-I have an Apollo Pharmacy store near my home.For all medicinal related requirements, I am buying from them.

I got the best product, along with that I get excellent customer service.

Whosoever stand on counter greed with a smile, understand the requirements and if the product is not available on store either give them specific dates when it can be available or if its really urgent arrange the same from another available store.

They always try to make the customer happy.If this is not sufficient they are running loyalty programme where on all your buying some point is added to your Apollo pharmacy account. Recently I use that point to buy a product free of cost.I overwhelmed with this jester. And Apollo Pharmacy added 1 more loyal customer in their feather.

2.Cleartrip:-I had planned a trip from Delhi to Rishikesh with my family last month.I booked my hotel through Cleartrip and was happy to get a hotel at the lowest price.

When I reached the hotel in next day, hotelier told me that he didn't get confirmation from Cleartrip regarding my booking and as of now they don't have any room vacant.

I connected with Cleartrip CC since morning @ 11 am till 2 PM they are trying to arrange some alternate accommodation and when they arranged the same that is around 2 KM far from my current location.In a hilly area like Rishikesh Its very difficult for me to go that far with my family and luggage.

So I take a room in the nearby hotel.Cleartrip CC told me that I need not make payment for that hotel and they will arrange the payment, that is also not done.

After that, they told me that amount will be refunded to me and along with that, they will refund 50% booking amount as compensation for all un-convince.

It's around 15 days I am still waiting for the refund of my amount.As per Cleartrip process amount will be refunded in 3-4 days but its yet not done.Every time when I call them they said payment will be done in 3-4 days.

3.Dominos Pizza:-

Dominos Pizza is a big name for the fast food industry in the global market. I am a big fan of its pizza and quilty of pizza along with delivery of pizza on the store.

Here I am specifying store because through online delivery I order 2 times and both the time it is the disappointing and horrible experience.

They don't have any centralized order system, neither they have call forwarding services. I tried to connect Dominos Pizza cont. no, the caller told me that he is not catering in my area and give me some another no of another store who supposed to cater my area.

First thing after lots of rings caller picked the call and take my order.

On my first order along with pizza, the delivery boy didn't deliver complimentarily Oregano and chili flakes sachets. Because as per him it's not delivered anymore now with an online order.But the same thing delivered in my second order also that is free of cost.

My second experience is worse, after going through all menu available on their online portal I ordered 4 product and make the payment.

Now after placing an order and make payment, I got a call from the respective restaurant that 1 of product from 4 products I ordered in not available in their restaurant.

So I need to order another thing on same price range, which I denied and asked them to refund my payment.

So they agree on that and told me that amount will be refunded on the same account where payment is made.

Another part of the story is still left, as per dominos advertisement if the order will not be delivered in 30 mins order is free.My order delivered in around 45 mins, and when I have spoken to the delivery boy about this scheme he told me that all order will be not free and Rs.300 will be deducted from my bill.And as payment is already done so the amount will be transferred on the account through which I had done my payment.

And he had mentioned the same thing that late and 300 through his own hand on the bill.

I got the amount of the not delivered product, but when I enquire about Rs. 300 discount and refund of same is denied by the restaurant manager.

Firstly according to him, product delivered on time and because I have bulk order 30 mins bracket is not applicable to my order.After insisting he asked me to WhatsApp the bill copy where ist's mentioned late and 300.

When I send him and called him for confirmation, he straight away denied for this and blaming me that I had written my own on this thing and asking for a refund.When I asked him to check log report of my order, according to him he was in a restaurant and can't check and give me a callback tomorrow afternoon any time.

When I again connect to there customer service, the caller listen from another side and assure me that he is going to arrange a call in next 30 mins, it's around 45 mins when I am writing this but didn't get the call.

Here in one case where a person on the floor do all things to make its customer happy and in another scenario where the restaurant manager doesn't bother to listen to anything and telling customer cheat or a lier.

Which one having better customer service online or conventional store format?

A chain where a physically present person is ready to help in all extend, on another side a person on call/online upfront saying lier or cheater to its customer.Or max refund some amount on the name of compensation.

Online platform helps to reach the larger size of population/customer, but are their team/system/process is well equipped to handle customer query.Ready to provide on spot support.

I think these online platforms running away from their responsibility and on the name of Customer service hold long telephone calls of customer and at least through some amount on the face of the customer on the name of compensation.

What do you think..........................