Great Customer Experience – Haryana Roadways

This refers to story narrated to me by my uncle who is great critic of government departments & their lackluster attitude. My uncle & I myself hail from Haryana which is known for blunt language usage though people are warm hearted & known for their hospitality.



We are regular users of Haryana Roadways bus service, which is believed to best state bus fleet in entire nation. It has immensely contributed towards economic development of state since it provides good connectivity & coverage across state. Department focuses on excellent delivery mechanism & responds to changing demands & environment. It recently upgraded its fleet with Volvos et al.



But despite of modernization many of bus conductors are believed to blunt in their language usage & attitude. Where in things have changed drastically however majority of them don’t provide a good customer experience-CE. My uncle thus holds view & quite cynical about change in attitude & keeps telling me stories like conductor bluntly asking him several times bluntly in Haryanvi “are tau tikat le le nai”.



However, he surprisingly was slated to have a great CE this time around.

This refers to his journey from Rohtak to Delhi where he boarded bus & expected same brusque attitude of conductor. However, to his surprise he found conductor to be polite who asked him “Prabhuji tikat le lijiye”. That’s not it for good CE, after distribution of tickets he took a glass & earthen pot to distribute water for free. It was hot july summer & water for free is like a Holy drink which infuses life into dead. He was politely asking every one “ Jis bhagat ji ko pani pina ho to pijiye”



My uncle was thus surprised & hence it changed his outlook towards bus conductors.

So, lesson here is excellence in service delivery amalgamated with customer oriented attitude translates to great customer experience.



State should thus focus on excellent service delivery which is happening. Thus you’re front end customer handling staff i.e. in case of bus transport, bus conductor; in case of bpo customer care executives should be best in terms of attitude. Since they represents organization in field. You may have great systems, processes & infrastructure but nothing will be of any use if your customer interfacing staff is average.Haryana government does have online presence as well http://hartrans.gov.in/roadways/time_tablesrch.asp for timetable & fares.



Private Banks like ICICI, HDFC is great example of great front end staff who delivers great customer experience. Young & vibrant they provide a calming influence