Poor Customer Service

The customer service at even the most urbane of places often leaves a lot to be desired. The staff is either too intrusive or plain inattentive. Either they come across as over enthusiastic or plain arrogant. Why is it so difficult to strike the balance? Because the staff is unable to put themselves in the customers' shoes. They cannot visualize the mindset of yuppie professionals who stop by a Barista or Coffee Day. And how can they, for they are rarely educated beyond 10th grade, and in many cases, have moved in from semi-urban or rural areas. To make matters worse, the items on the menu are usually western imports, which even the clientele has trouble comprehending and pronouncing. This is precisely the problem faced by Indian callcenters. The service reps have to connect to an entirely different type of customer and it is not simply about speaking with an accent. The BPOs have realized this and are investing in training their staff on culture-specific matters. How long will it take for the coffee shops and restaurants to realize they need to do something similar?

Gandhi Jayanti

Why is Gandhi Jayanti a public holiday? Shashi Tharoor thinks the Mahatma would have wanted us to work this day, for he advocated work to be worship. But Mr. Tharoor, we are so busy worshipping work the rest of the year that Mahatma's birthday provides the perfect opportunity to step back and reflect on whether our work is worth worshipping at all. Of course, most of us end up spending the day in the bed, in front of a TV, or in a movie theater, but it is not our fault entirely. The essential ingredient for such reflections has been denied to us on the day when we need it the most. Not everyone has the option to stock up liquor ahead of time or consume it in their homes. In any case, given the levels of corruption in our government offices, the holiday at least minimizes underhand dealings on Mahatma's birthday.

I am not quite sure why Gandhi is revered today. Whether his ideals still hold is questionable (and will need a separate post), but why cling on to something that happened 70 years ago? He gave us freedom, you say? Sure, thank you Mr. Gandhi. But it is time to move on. Why do I have to thank this man every time I breathe?

Granted that it is in the human nature to hold on to events and people because it gives us identity. But it is also what prevents us from breaking the shackles of the past. Drawing an analogy from the business world, organizations routinely shake up the top management when growth stalls. In fact, leaders are chosen based on whether their management style fits the need of the hour - aggressive managers for growth and conservative ones during bad times . Why then are we singing paeans of non-violence and truth when our neighbors are needling our buttocks with nuclear missiles?