Letters: A customer-first approach

Often, when people call the customer service numbers of many companies, they are put through considerable difficulty. Instead of a customer service executive answering the call immediately, an interactive voice response system asks the caller to press various numbers; only the last option allows him or her to speak to an executive.

The whole process tests the customer's patience. The now irate customer is compelled to listen to various promotional offers, each with many options. This results in a lengthy call, burning a hole in the customer's pocket and benefiting only the telecom companies. One wishes corporate entities were more customer-friendly and listened to customers first before giving them such options.

T S Karthik, Chennai

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