I have a few suggestion which could improve the overall
customer experience.
- Please update your web portal with utmost priority.
- Tell all the Vodafone executives to visit the website as often as they can. (Because this is the first thing and Internet savvy customer come through). If some plan or service is there on your website the Vodafone executive must know about it. At the least executives at Vodafone stores. I have experienced lack of information to the Vodafone executives about a few things mentioned over website.
- Every visit at Vodafone store translates into a wait of 20-30 minutes minimum. While waiting I have noticed a few executive desks not in use. Also the number of executives attending customers must be increased. At Vodafone store, Gaurav Tower, Jaipur there are three swift desks, which are always empty or not in use. So you can use those desks as express help desks. Hence there will be people who do not need to spend much time waiting for just a simple query. Anyone who needs more time can be requested to wait for more assistance as they presently do. This would definitely reduce the wait time for most people and hence the overall experience at Vodafone store.
- There should be computer screens connected to http://www.vodafone.in/ and myVodafone service at every store. So that people can use them for some help and may be they will not require any of the executive to tell them the same information.
- There should be two divisions of executives serving to Postpaid and Prepaid customers respectively. People who are paying more and committing more, deserve preferential treatment. And the Vodafone definitely practise this at Vodafone Care.
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