Vodafone tales 2012 Book

TH E 3 4 B I

G G E S T B L O C KBUS T E R S

O F T H E Y E A R

Vodafone

TalesT I T L E

Vodafone TalesT H E 3 4 B I G G E S T B L O C K B U S T E R S O F T H E Y E A R

Traditional belief says that business is about the survival of the fittest. However,

over time more imperatives have been added to Darwin’s theory. Today survival

is about being the fastest, the smartest and the best.

We are in a continuous state of flux. With the launch of 3G, MNP, new telecom

regulations and competition from new players, there’s a lot that we have to deal

with. In order to continue receiving support and patronage from our customers,

it’s vital to keep up with changing times and deliver what the customers

demand of us.

I’m very proud to present you the 4th edition of the Vodafone Tales book – an

annual testimony of our drive to delight our customers. In this book you’ll find

true inspiring stories of this year’s Service Champions – our true Heroes. As I

always say, at the end of the day it’s people who make it happen. I find great

delight in saying that these Service Champions delivered what the brand stands

for – Happy to Help.

We congratulate and wish them the best for their future and I’m confident that

with such a dedicated team around, we will continue to stay on top.

Action!

Marten PietersMD & CEOVodafone India

Sedatirche Hastam (A Healing Touch) ................................................................................. 01Anitha G. – Andhra Pradesh

Laapata (The Missing) .............................................................................................................. 02Ashish Rawal – Rajasthan

Satark (Alert) ............................................................................................................................. 03Ashwini Tiwari – UP (West)

Shesh Prohor (The 11th Hour) .................................................................................................. 04Chirag Ravrani – Kolkata

Dor (The Link) .......................................................................................................................... 05Dilip Mishra – UP East

Kartavyadaksha (Bound By Duty) ............................................................................................ 06Ganesh Ghotre – Maharashtra & Goa

Thaamadamaanaalum Nanmai Kidaithathu (Better Late Than Never) .................................. 07Ibrahim Farooq – Tamil Nadu

Aadyam Duty Pinne Vacation (The Retreat) ............................................................................ 08Jayachandran A.C. – Kerala

Shubh Yatra (A Happy Journey) .............................................................................................. 09Jayaprakash – Gujarat

Manidha Neyam (Humanity) ................................................................................................... 10K. Venkatesh – Tamil Nadu

Devdoot (Godsent) ..................................................................................................................... 11Kirit Vaghela – Gujarat

Seriyaana Paathai (On The Right Track) ................................................................................. 12K.S. Padmanabhan – Tamil Nadu

Halaage Rang Haanile Ajaanite (An Unexpected Joy) ............................................................ 13Magrita Huang – Assam & North East

En Thai (My Mother) ................................................................................................................ 14Nishanti G.R. – Chennai

Atithi Devo Bhava (Guests Are Like God) ................................................................................ 15Nishant Mathur – Rajasthan

Aponjon (The Selfless One) ...................................................................................................... 16Partha Ghosh – West Bengal

Aapaatkaal (The Emergency) ................................................................................................... 17Pradeep Verma – RajasthanC

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Vaadiyan (The Valleys) ............................................................................................................. 18Rafiq Bhatt – Jammu & Kashmir

Margadarshandeepam (The Guiding Light) ............................................................................. 19Raghunath Raveendran – Kerala

Daayitwar Bojaa (My Responsibilty) ........................................................................................ 20Rahul Sinha Roy – Assam & North East

Aapki Amanat (Your Belonging) ............................................................................................... 21Rakesh Jasrotia – Jammu & Kashmir

Ek Yaadgaar Din (A Day To Remember) .................................................................................. 22Raman Singh Ahluwalia – UP West

Ezhu Kaladalhalukku Appaal (Beyond Seven Seas) ................................................................. 23Ramakrishnan S. – Tamil Nadu

Chhoo Le Aasmaan (Reach For The Skies) .............................................................................. 24Reema Sharma – Delhi

First Class Service ..................................................................................................................... 25Rohith Kannan – Kerala

Jeevan Rekha (Lifeline) ............................................................................................................ 26Shirin Saiyed – Gujarat

Kaapavan (The Saviour) ............................................................................................................ 27Sabarish M – Tamil Nadu

Drutogati (Super Fast Speed) ................................................................................................... 28Subhra Bikash Adhikari – Kolkata

Kaakkum Devathai (The Guardian Angel) ................................................................................ 29Santharam VJ – Tamil Nadu

Ekalveer (One Man Army) ........................................................................................................ 30Suresh Methwani – Gujarat

Vodipoku (Never Say Die) ......................................................................................................... 31Satyanarayana Pachunuri – Andhra Pradesh

Theduthal (The Search) ............................................................................................................ 32Sowmya Raghavan – Chennai

Aloda Laaphaapaa (The Unclaimed Envelope) ........................................................................ 33Suryakanth Pal – Orissa

Ekjut (United We stand) ........................................................................................................... 34Shabnam Majumdar, Jyotesh Mehta, Supriya Dey, Gurdeep Singh – Kolkata

Here’s an interesting fact:

Anitha travelled 45 kms to drop Mr. Rao home.

One evening, Anitha G – a Vodafone Executive – saw a customer

requesting the security guard to enter the Store. She went out

and asked the customer to come in. After speaking to the

customer – Mr. Rao – Anitha came to know that he had come to

submit his Prepaid documents to release Caller ID service.

Anitha gave him the application form. When Mr. Rao was filling

the form, Anitha saw that he was shivering and she offered him a

glass of water. Mr. Rao then told Anitha that he was on

medication but wasn’t carrying his medicines on him.

Since Mr. Rao couldn’t remember the name of the medicine,

Anitha asked him for a family member’s number. Mr. Rao gave

his son’s number, who gave her the medicine’s name. Anitha

then asked the security guard to quickly buy the medicine from

the local medical store. The guard returned saying that the store

was closed.

Anitha then asked Mr. Rao to wait in the Store and left with a

colleague to look for another medical store. Soon, Anitha

returned with the medicine. After having the medicine, Mr. Rao

took a short nap. After he got up, Anitha asked Mr. Rao where he

stayed. He gave her his son’s address, which was very close to

Anitha’s residence. So she herself dropped Mr. Rao to his son’s

home.

The next day, Mr. Rao and his son visited Anitha at the Vodafone

Store and thanked her for her help.

Sedatirche Hastam

She could have very easily sent her ill customer to a

hospital or nursing home, but Anitha took it upon

herself to take care of her customer and indeed became

a Sedatirche Hastam (A Healing Touch).

01Vodafone Tales:The 34 Biggest

Blockbusters of the Year

Starring:

Anitha G(Executive - Customer Service, Andhra Pradesh)

Co-Starring:

Mr. Rao

Produced by:

Happy to Help Production

Customer Speak:

“I thank and bless Ashish for not giving up. I owe him everything.”

While on a tea break, Ashish met an old man - Mr.Rameshchand

whose son was missing for the last couple of days. The tea store

owner requested Ashish to help him as the Mr. Rameshchand

was struggling despite filing a report at the police station. Mr.

Rameshchand told Ashish that he was following up with the

Police for the last 30 days and was losing hope of finding his son.

Ashish checked for other details and got to know that his son had

been using a Vodafone number with a VF Magic box and the

number was currently not in use. Ashish also found out that the

last call received was from a competitor’s number belonging to a

friend of Mr. Rameshchand’s son.

Ashish then coordinated with the Legal Team. Since the FIR was

already lodged, the Vodafone legal team with the help of the

police requested the competitor’s legal team to share the details.

Finally, Ashish got the information that the number was

last active in Meerut (UP). He gave this information to

Mr. Rameshchand, who was ecstatic on getting some sort of

information about his son’s location.

3 days later, Mr. Rameshchand visited Ashish to confirm that

he had found his son in Meerut. It was an exceptional effort

on Ashish’s part, whose commitment ensured that

Mr. Rameshchand received help at the earliest.

LaapataLaapata (The Missing) is a tale in which our Service

Champion, Ashish, goes on a mission to help a

customer find his missing son and in the end earns the

blessings of the customer.



Starring:

Ashish Rawal(Asst. Manager, Customer Service, Rajasthan)

Co-Starring:

Mr. Rameshchand,Local Police

Produced by:



Ashwini impressed Mr. Rawat so much that he eventually decided to retain all 10 of his numbers.

Ashwini - a Customer Service Officer - was on a monthly visit to

Meerut at the VMS in Hathras when he overheard a customer –

Mr. Rawat – complaining to his friends about Vodafone’s

services. Ashwini approached him and keenly asked about

his issues.

Mr. Rawat told him that he was using 4 individual numbers

for the last 4 years and around 3 months ago, he had taken

6 corporate connections. At the time of the sale, he was promised

that his 4 existing connections would also be added to the CUG

plan. But, even after 3 months, the commitment remained

unfulfilled. Mr. Rawat also said that he had sent a written

request but nothing had been done. He was fed up and was on

the verge of discontinuing all his Vodafone numbers.

Understanding the gravity of the situation, Ashwini apologised

to Mr. Rawat and then took the issue up with the Zonal Customer

Service Head (ZCHS) and Sales team. Ashwini then assured Mr.

Rawat that the issue would be resolved very soon.

Despite Ashwini’s efforts, there was still a delay in getting the

issue resolved. Ashwini then again followed up with the

Relationship Manager and the ZCSH. On Ashwini’s insistence,

the RM visited Mr. Rawat’s place and took the documents and

got them validated by the Credits and Collections team.

With his persistence, Ashwini was able to re-establish

Mr. Rawat’s faith in Vodafone.

SatarkGood things always happen when you take an active

interest in resolving customers’ issues. As seen in

Ashwini’s case, it can work wonders if you’re always

Satark (Alert).



Starring:

Ashwini Tiwari(Officer - Customer Service, UP West)

Co-Starring:

Mr. Rawat

Produced by:


Customer Speak:

“I’m extremely happy with Vodafone’s service. Chirag has helped restored my faith in them.”

Chirag Ravrani was on his way to work when he overheard an

elderly gentleman complaining to his son that his Vodafone

number had been barred. Chirag immediately introduced

himself as a Vodafone employee. He offered to check the

customer’s – Mr. Ghosh’s – phone to see what the problem was.

Chirag called his Switch team and Prepaid team and found out

that Mr. Ghosh’s phone had been barred owing to a

documentation issue. On checking with the documentation

verification department, Chirag found that it was the last day for

Mr. Ghosh to submit his documents, failing which his number

would be deactivated. Chirag then found out that Mr. Ghosh only

had his voter ID with him but no photographs.

Without wasting any time, Chirag took a photocopy of Mr.

Ghosh’s voter ID card and also took him to a nearby studio to get

Mr. Ghosh’s passport photograph clicked.

On reaching the Vodafone office, Chirag asked Mr. Ghosh and

his son to sit in the waiting room. He gave Mr. Ghosh’s son a PAF

form that he filled and returned to Chirag. Then, Chirag rushed

to the verification department and submitted Mr. Ghosh’s form

and documents. Within minutes, Chirag managed to get Mr.

Ghosh’s number unbarred. Mr. Ghosh was happy with Chirag’s

quick and timely help.

Shesh ProhorPresence of mind is really underrated. Chirag, for one,

helped overcome a customer’s grievance with his quick

thinking at the Shesh Prohor (The 11th Hour).



Starring:

Chirag Ravrani(Executive - Customer Service, Kolkata)

Co-Starring:

Mr. Ghosh

Produced by:


Did you know?

Dilip had to travel 20 kms to reach the Vodafone store.

Dilip Mishra – a Vodafone Executive – was enjoying his day off

with a friend. They were at the local market when Dilip

overheard an old lady shopkeeper – Mrs. Singh – complaining

about the voice quality of her Vodafone handset. Incidentally,

she was Dilip’s friend’s neighbour.

Dilip approached her and offered to help. She showed him her

VF 228 slider handset and complained that the voice quality was

extremely poor. On checking the handset, Dilip found no

physical damage. The lady confirmed that the handset was

within the warranty period by showing her warranty card. Dilip

then asked her to get the handset exchanged and gave her

the Store address.

The lady said that she couldn’t leave the shop, saying that she

lived alone and her son was working in Mumbai. Dilip then

offered to exchange the handset himself, to which she agreed. By

then, it was already 6:30 in the evening. Dilip knew that by the

time he reached the Store, it would’ve closed. So he called his

Store manager and requested him to keep the Store open till

he arrived.

On reaching the Store, Dilip immediately exchanged the handset

and rushed back to the village. He ensured Mrs. Singh received

her new handset despite the late hour. She was delighted that she

could get a new handset that worked properly. Dilip was very

happy that he could help someone in their time of need.

DorDilip embodies everything that Vodafone stands for.

Customer service beyond the call of duty is one of

those virtues. Find out how Dilip became a Dor (A Link)

between a customer and better service.



Starring:

Dilip Mishra(Executive - Customer Service, UP East)

Co-Starring:

Mrs. Singh, Store Manager

Produced by:



The next day, Ganesh received a call from the gentlemanwho had found Mr.Mohite’s handset. He was so impressedwith Ganesh’s prompt communication that he had convinced2 of his friends to get Vodafone Postpaid connections.

Ganesh Ghotre – a Vodafone Executive – was told a strange tale

regarding a service call that one of his agents took. The agent had

called a customer – Mr. Mohite – but the call was received by a

stranger who admitted that the mobile did not belong to him. He

had found the phone just then and was searching for the owner.

He had tried unlocking the phone so he could try one of the

contacts on the phone, but to no avail. No one had called on the

number to retrieve the phone. Ganesh took all the details of

his whereabouts and told him that he would contact him after

10 minutes. In that time, Ganesh contacted the customer

(Mr. Mohite) on his alternate number.

Luckily, Mr. Mohite answered the call and Ganesh informed him

that he had lost his handset which was worth ` 27,000. Mr.

Mohite was shocked and wasn’t even aware until that point that

he had lost his phone. Ganesh then gave him all the details of the

person who had found his mobile.

Mr. Mohite eventually got his mobile back. Later, Mr. Mohite

called Ganesh and thanked him for his help.

KartavyadakshaGanesh helped a stranger and his customer and

was even instrumental in recovering a valuable

mobile phone - all because he was Kartavyadaksha

(Bound By Duty).



Starring:

Ganesh Ghotre(Customer Service - Maharashtra & Goa)

Co-Starring:

Mr. Mohite

Produced by:



The very next day, Mr. Jayabalan called up Ibrahim and asked him to reactivate all his other 10 connections.

Ibrahim Farooq was sifting through customer letters when he

found a letter from a customer named Mr. Jayabalan. This

customer had requested the termination of 11 Vodafone

connections and had cited 3G services launched by a competitor

as the cause. He tried to retain Mr. Jayabalan as a customer, but

to no avail. Yet, despite losing Mr. Jayabalan as a customer,

Ibrahim kept his number for reference.

A week later, Ibrahim received a call late at night at around 11

pm. It was Mr. Jayabalan. He requested Ibrahim to reactivate

one of his Vodafone numbers and apologised for calling so late.

Mr. Jayabalan said that he couldn’t use the new number he had

taken with the competitor as they were on strike. He urgently

needed a connection to oversee an extremely important business

deal and requested Ibhahim to reactivate his Vodafone number.

Ibrahim immediately went to his branch office and expedited the

formalities required to reactivate Mr. Jayabalan’s number.

Within an hour, he called Mr. Jayabalan to say that his number

was active again. His happiness knew no bounds! and he

thanked Ibrahim for his help.

ThaamadamaanaalumNanmai Kidaithathu11 connections saved at 11 pm. It didn’t matter that the

hour was late. Ibrahim knew only one thing —

it was Thaamadamaanaalum Nanmai Kidaithathu

(Better Late Than Never).



Starring:

Ibrahim Farooq(MCS - Customer Service, Tamil Nadu)

Co-Starring:

Mr. Jayabalan

Produced by:


Boss’ Appreciation

“Jaya always has work on his mind. He wants to offer nothing but the best to customers and encourages and motivates others to do the same.”

Jayachandran – a Vodafone Store Manager – was on a family

trip to a water theme park in Vismaya district in Kannur.

He noticed that the park had a Vodafone connection but in some

areas of the park, there was poor network and even poorer voice

clarity. Before leaving the park, Jayachandran met the

Marketing Manager of the park who informed him that they

were a CUG client and were facing issues due to poor coverage

within the park.

After returning from his trip, Jayachandran called his network

team to try and improve the coverage in the park. Jayachandran

knew that along with the park authorities, it would also benefit

hundreds of tourists who visited the park every day.

The network team took up this challenge and visited the park

that day itself. Jayachandran coordinated with the Marketing

Manager of the park, who made all the arrangements for their

visit. The network team made the necessary changes and

confirmed with Jayachandran that the coverage was now much

better than before.

Later, Jayachandran called the Marketing Manager of the park

and asked him to check the network. But before Jayachandran

could call him, the marketing manager called him instead. He

surprised Jayachandran by asking for 2 new Postpaid

connections from Vodafone. He added that they were having

coverage issues for quite some time and were planning to shift to

another network. He thanked Jayachandran for his help.

Aadyam DutyPinne Vacation

This is a story of Jayachandran – who took the time and

effort to improve the network services in a water theme

park while he was on holiday. His attitude of Aadyam

Duty Pinne Vacation (Duty First, Vacation Later) really

worked wonders.



Starring:

Jayachandran A. C.(Store Manager - Customer Service, Kerala)

Co-Starring:

Marketing Managerof the park

Produced by:



Jayaprakash is usually the last to leave the Vodafone Store every night, including the night he met and helped the customer.

Jayaprakash – a Vodafone Store Manager – was leaving after

work one night. A few minutes after he had closed the Store and

walked some distance, the Store security guard called him to say

that a customer had come to the Store and urgently needed to

reactivate his barred number. Jayaprakash immediately started

walking back and told the guard to ask the customer to wait till

he reached the Store.

On reaching the Store, Jayaprakash met the customer who was a

truck driver. He told Jayaprakash that his Vodafone Prepaid

number was inactive due to non-submission of documents,

which he had with him now. He was frantic to get his number

reactivated since he was going out of station and his mobile was

the only way he could stay in touch with his family.

Jayaprakash asked the security guard to re-open the Store; he

took the customer’s documents and updated his account after

filling the necessary forms. After doing so, Jayaprakash called

up the back office and asked them to reactivate the

customer’s number.

Later, when his number was reactivated the customer was

delighted with the service he had received at such an odd hour

and blessed Jayaprakash for understanding his situation.

For the customer, it was certainly the beginning of a

happy journey.

Shubh YatraJayaprakash took a small step that led a customer on a

Shubh Yatra (A Happy Journey).



Starring:

Jayaprakash(Store Manager - Customer Service, Gujarat)

Co-Starring:

Truck driver

Produced by:


Boss’s Dialogue:

“One of the best qualities of Venkatesh is his humility and his dedication towards his work. He has certainly set an example for us and I wish him all the very best.”

After a hectic day, Venkatesh – a Vodafone Executive – had

returned to the Vodafone Store at 8:30 PM to submit his EOD

report. After reporting his daily activities to his Store in-charge,

he left the Store for home. As he came out, he saw a handicapped

person trying to cross a traffic-heavy road, on his special cycle.

Venkatesh immediately went to help him cross.

While doing so, Venkatesh got to know that the man’s name was

Mr. Ayyadurai and he was trying to find a Vodafone Store to

submit the POI & POA for his Prepaid number. Since it was

closing time and all the Store Executives were leaving for the

day, Venkatesh decided to help Mr. Ayyadurai himself.

He rushed into the Store and quickly fetched the Prepaid

Application Form. Then, he helped Mr. Ayyadurai fill in all the

necessary details and took all the required documents back to

the Store. After completing the necessary formalities, Venkatesh

returned to Mr. Ayyadurai and assured him that his number

would not be deactivated. Seeing this service, Mr. Ayyadurai

praised Venkatesh and thanked him for his efforts.

Manidha NeyamVenkatesh thought he performed a simple act of help,

but you’ll see that he did more than that. Manidha

Neyam (Humanity) is a heart - warming story that deals

with the subject of providing excellent customer service

under any circumstances.



Starring:

K. Venkatesh(Executive - Customer Service, Tamil Nadu)

Co-Starring:

Mr. Ayyadurai

Produced by:


Did you know?

On reaching the Vodafone Store, Kirit immediately offered Hardik First Aid and dressed his knee wounds.

Hardik, an 8-year-old boy was riding his bicycle late at night in

search of a Vodafone Store. Suddenly, his bicycle skid and he fell

down bruising his knee. At that moment, Kirit – a Vodafone

Office Boy - was in the vicinity and noticed the young boy fall. He

immediately helped him get up and made him sit on a bench

nearby. While he was putting the bicycle on its stand he asked

Hardik why he was roaming around so late at night.

The boy explained that his father had instructed him to get

a recharge of `13 on his Vodafone number and so he was

searching for a Vodafone Store.

Kirit then took him to the nearest Vodafone Store and requested

the Store cashier to get Hardik’s phone recharged. Hardik was

extremely happy and said that he’d like to return home.

Since Kirit was done with his work hours, he accompanied

Hardik to his house. Hardik’s father was thrilled to know how

Kirit had helped his son and thanked him.

Devdoot

By helping an injured child, Kirit showed that he indeed

was a Devdoot (Godsent).



Starring:

Kirit Vaghela(Office Boy - Gujarat)

Co-Starring:

Hardik

Produced by:


Did you know?

When Padmanabhan first called the girl’s father and informed him of the situation, the father thought it was a prank call and disconnected. Only after several attempts could Padmanabhan convince the girl’s father.

One evening, Padmanabhan – a Vodafone Customer Service

Executive – received a call. On answering it, he couldn’t hear

anyone speak on the other end and was about to disconnect the

call, when he heard someone weeping on the phone.

He sensed that something was wrong and tried to ask who it was.

It was a college girl – Ms. Priya – who had missed her train

at Katpadi railway station; she was on a college tour.

Unfortunately, there was not enough balance on her phone to

make a call.

Padmanabhan told her not to worry and got her father’s number.

He asked her if she knew anyone in Katpadi. She said she knew a

relative whose number she had. Padmanabhan immediately

called and informed her relative what had happened. He then

called and informed her father too.

Padmanabhan assured the girl’s father that Priya was safe and

gave him the number where his daughter could be reached.

When Priya reached home safely, she called Padmanabhan and

thanked him for his help.

Seriyanna PaathaiSeriyaana Paathai (On The Right Track) is a story of

how Padmanabhan helps a girl, stranded on a remote

station in the middle of the night. It’s a fascinating tale

which proves that you don’t need to be in the office to

provide excellent customer service.



Starring:

K. S. Padmanabhan(Executive - Customer Service, Tamil Nadu)

Co-Starring:

Ms. Priya

Produced by:



After Magrita helped Mr. Zaman, he went back to the payment counter and told the counter attendant,“Learn customer service from Vodafone. Even though she’s not in her uniform, she still helped me. That is what customer service is. They’re always happy to help”. He then walked up to Magrita and thanked her again before leaving.

Magrita – a Vodafone Executive – was in a shopping centre after

her work hours. While she was waiting in the line at the cashier,

a commotion developed in the queue. At the head of the queue,

she saw someone in the midst of a heated argument with the

person at the counter. She recognised the man to be her

customer – Mr. Zaman – who was a frequent visitor at the

Vodafone Store where Magrita worked.

As he was about to leave the counter, he spotted Magrita and

walked over to her. He took out his mobile phone and started

complaining about the messages he received every two to three

minutes from Vodafone.

Magrita apologised for his inconvenience and requested him to

show his handset. She did the necessary checks by using

the USSD service and found that no alerts were active.

She deduced that he was complaining about the flash messages.

She immediately deactivated the flash messages for him and

handed the mobile phone back to him. Mr. Zaman was very

happy and thanked Magrita for her quick assistance.

Halaage RangHaanile AjaaniteCustomer grievances can spring up anywhere – in an

office or even in the middle of a queue at a shopping

centre. Find out how Magrita rid her customer of an

annoying issue and in return received Halaage Rang

Haanile Ajaanite (An Unexpected Joy).



Starring:

Magrita Huang(Executive - Customer Service, Assam and North East)

Co-Starring:

Mr. Zaman

Produced by:


Customer Speak:

“Nishanti was really a blessing. If it hadn’t been for her, who knows what would’ve happened to my mother. I really thank her for everything.”

One morning, Nishanti – a Vodafone Executive – received a call

from Mr. Manikandan, a Vodafone customer who was weeping

and inconsolable. Nishanti first calmed him down and then

asked him what had happened.

Mr. Manikandan explained that his mother, Fatima, had left for

the market that morning and she hadn’t returned yet. He had

tried Fatima’s number several times but to no avail. He was very

tense because his mother was a senior citizen with high blood

pressure. As she carried a Vodafone number, Mr. Manikandan

wanted to know if Vodafone could help trace his mother’s

location. Nishanti assured him that it was possible.

She immediately called Fatima but got no response. After trying

again several times, Nishanti called Mr. Manikandan to check

whether his mother had reached home, but she hadn’t. After a

while, Nishanti received a call and to her surprise it was from

Fatima’s mobile phone. She immediately answered but it turned

out to be an auto driver. He told her that Fatima had fainted near

a bus stop and he had asked her to rest in his auto.

Nishanti immediately called Mr. Manikandan and asked for his

address, which she then passed onto the auto driver. Later,

Nishanti received a call from Mr. Manikandan telling her that his

mother had come home safely and that he would never forget

what Nishanti had done.

En Thai

En Thai (My Mother) has a plot that’ll keep you at

the edge of your seats. It tells the story of

Nishaniti’s struggle to help a frantic customer find his

missing mother.



Starring:

Nishanti G.R.(Executive - Customer Service, Chennai)

Co-Starring:

Mr. Manikandan, Fatima

Produced by:



Nishant helped resolve the British customer’s problem within 15 minutes of the follow-up.

During the Jaipur literature festival, Nishant – a Vodafone

Deputy Manager – met a famous British author. During their

conversation, the author came to know that Nishant was a

Vodafone employee. He expressed his unhappiness with

Vodafone UK and informed Nishant of the international

roaming issues he faced with his UK numbers. The fact that his

numbers did not work in Rajasthan made him extremely

unhappy. He then shared his intention of changing his operator

once he returned to the UK.

Nishant immediately forwarded this issue to his Corporate

Roaming Manager and requested him to take it up with

Vodafone UK. He instantly coordinated with the backend team

to help resolve the customer’s roaming issues in Rajasthan. With

the support of the backend team, Nishant sorted out the

matter. The Vodafone UK retention team also coordinated with

the customer and made sure that he did not cancel his

Vodafone connection.

The customer expressed his gratitude and thanked Nishant for

his prompt service.

Atithi Devo BhavaNishant and an overseas customer met by chance – just

like a literary plot. What followed was Nishant’s

excellent showcase of his belief – Atithi Devo Bhava

(Guests Are Like God).



Starring:

Nishant Mathur(Deputy Manager - Marketing, Rajasthan)

Co-Starring:

British author, Corporate Roaming Manager

Produced by:


Did you know?

On their way back from Mayapur, Partha and the Store Executive ran out of fuel and had to walk for about 5 km before they reached a petrol pump.

At 10.15 pm, Partha’s father called and informed him that his grandfather had passed away.

Partha Ghosh – a Vodafone Executive - was on leave, taking care

of his grandfather who was suffering from a heart problem.

While he was tending to his grandfather, he received a call from

Ms. Liu - a Vodafone customer from Mayapur. Her internet

wasn’t working and the problem was such that it could only be

resolved by visiting her place.

Partha reasoned with Ms. Liu that his grandfather was admitted

at Kalyani Gandhi Hospital which was 60 kilometers away from

Mayapur and that he couldn’t come. But she requested him

earnestly and informed him that it was extremely vital for

her work.

Partha understood the customer’s need and decided to help her.

He informed his Store Manager – Mr. Jayanta Banerjee – about

the crisis. Jayanta arranged to have a Store Executive pick

Partha up at Krishnagar station, from where he would drive him

to Mayapur.

At 4:45 pm, Partha reached Krishnagar, where the Store

Executive picked him up and within 45 minutes they reached

Ms. Liu’s place. In a couple of hours, they resolved her internet

problem. She and her husband appreciated Partha for his timely

help and thanked him.

Aponjon

Despite a family emergency, Partha answered his call of

duty and ensured his customer received the service she

was due. Here’s the heart warming story of the Aponjon

(The Selfless One).



Starring:

Partha Ghosh(Executive - Customer Service, West Bengal)

Co-Starring:

Ms. Liu /Jayanta Banerjee/Store Executive

Produced by:


Customer Speak:

“Instances like these make me say that I’m proud to be a Vodafone customer!”

When Pradeep Verma – a Vodafone Executive – was outside

SMS Hospital in Jaipur, he met a frantic customer – Mr. Tyagi.

On speaking to him, Pradeep found out that his Vodafone SIM

had been blocked while he was rushing his father to the hospital.

It was difficult for him to get a new SIM at such a short notice

since he didn’t have any ID proof with him.

He couldn’t even leave his father’s side to visit a Vodafone Store

and the only way he could keep in touch with his family was via

an STD booth located quite far from the hospital.

Pradeep pacified Mr. Tyagi and arranged for a scanned copy of

Mr. Tyagi’s photo ID to be sent to his email ID. Meanwhile,

Pradeep gave Mr. Tyagi his own phone so he could be in constant

touch with his family. As soon as Pradeep received a scanned

copy of the photo ID, he filled a SIM replacement form. After he

had Mr. Tyagi sign it, he deposited it at the nearby Vodafone

Store. Within 90 minutes, Pradeep collected and delivered the

activated SIM to Mr. Tyagi in the hospital.

Mr. Tyagi was very grateful and thanked Pradeep for his help.

AapaatkaalHelping a customer in the middle of a hospital

Aapaatkaal (The Emergency) proved that Pradeep

exemplifies Vodafone’s spirit of ‘Happy to Help’. Read

to find out how Pradeep became a true hero.



Starring:

Pradeep Verma(Executive - Network, Rajasthan)

Co-Starring:

Mr. Tyagi

Produced by:



After speaking with the Australian Vodafone Customer Care, Ms. Debby was told that she’d have to shell out $350 for unlocking her handset. Rafiq managed to get the job done at a fraction of that price!

Rafiq – a Vodafone Executive – met an Australian citizen, Ms.

Debby, at the VMS who had arrived in India just a few days ago.

Ms. Debby was very irritated since her Australian Vodafone SIM

was not working in India. Rafiq apologised and assured her that

he’d resolve her issue. He calmed her down and then he

immediately swung into action. Ms. Debby was using an

Australian Vodafone Prepaid connection and due to security

concerns, she couldn’t use the same card in India.

Rafiq offered her a solution of buying a new Postpaid

connection, which would have both national as well as

international roaming facility. She agreed to buy it. However, her

existing handset was locked with the SIM by Vodafone Australia.

Rafiq visited the nearest Nokia service centre and got her

handset unlocked. Ms. Debby was delighted when she saw that

her handset was now compatible with any SIM card. She

promptly bought a new Vodafone Postpaid connection from

Rafiq and thanked him for his help and service. Safe to

say, Ms. Debby left the VMS with a wonderful and

everlasting impression.

Vaadiyan

Rafiq sought to help an Australian customer in distress

and made her Indian experience in the Vaadiyan

(The Valleys) of Kashmir, a happy one.



Starring:

Rafiq Bhatt(Executive - Customer Service, J&K)

Co-Starring:

Ms. Debby

Produced by:



Raghunath helped Madhavan to activate his number within20 minutes.

On a busy Saturday morning, during Onam, Raghunath – a

Vodafone Executive – met a blind man – Madhavan – at the

busy Caltex Junction in Kannur. Raghunath helped him cross

the busy intersection and while crossing, Madhavan told

Raghunath that he was a Vodafone customer seeking a Vodafone

Store. Raghunath told him that he was a Vodafone employee and

offered his help.

Madhavan said that he was a lottery vendor and was anxious

because his mother hadn’t called him as she usually does every 2

to 3 hours. On reaching the Store, Raghunath gave Madhavan

his phone to call his mother. Madhavan told his mother that he

was in a Vodafone Store and handed the phone over to

Raghunath. Madhavan’s mother requested Raghunath to help

her son. He assured her that he will.

Raghunath then met the Store Manager and checked

Madhavan’s account. They saw that he hadn’t submitted his ID

proof and CAF and so his connection had been barred.

Raghunath then called Madhavan’s mother; she told him that

Madhavan always carried his address proof and photographs in

his bag in case of an emergency.

Raghunath fetched the required documents and with the Store

Manager’s help, he updated Madhavan’s profile and submitted

his CAF to the nearby Sumamba office. After his number was

successfully unbarred, Madhavan called his mother. 5 minutes

later, his mother called Raghunath and thanked him for helping

her son.

After meeting Raghunath, it was indeed a happy Onam

for Madhavan.

Margadarshanadeepam

This is a remarkable tale of how a blind man found his

Margadarshanadeepam (The Guiding Light) in our

Service Champion, Raghunath.



Starring:

Raghunath Raveendran (Executive - Credit and Collections, Kerala)

Co-Starring:

Madhavan, Store Manager

Produced by:



In Mr. Vinchhi’s first mail, he had titled the mail ‘Inhuman Behaviour from Vodafone’. Rahul Sinha Roy definitely changed Mr. Vinchhi’s perception of Vodafone with his determination.

Rahul Sinha Roy, a Deputy Manager, was about to retire for the

day when he noticed an email from a customer – Mr. Vinchhi –

that was addressed to the regulatory Nodal Assam. In the mail,

Mr. Vinchhi sounded very upset, but he hadn’t specified his

Vodafone MSISDN number or an alternate contact number. In

his reply mail, Rahul apologised on behalf of Vodafone and

asked Mr. Vinchhi for his contact number.

Early next day, Rahul received a response from Mr. Vinchhi, who

apologised saying that he had mistakenly sent the email to the

Vodafone Assam Nodal Officer instead of his home circle’s Nodal

Officer. Rahul called Mr. Vinchhi and assured that he’d escalate

the matter to the concerned person at Mr. Vinchhi’s home circle.

After talking to Mr. Vinchhi, Rahul called his counterpart in

Mr. Vinchhi’s home circle and also forwarded the Mr. Vinchhi’s

email. However, Mr. Vinchhi wasn’t satisfied with the response

from that circle’s team and wrote to Rahul again.

Rahul had had enough. He directly contacted the Nodal Officer

in Mr. Vinchhi’s home circle and when the officer failed to

respond, Rahul escalated the issue to the Customer Service Head

of that circle. Later, Mr. Vinchhi sent Rahul an email stating that

he received an update, along with an attachment that offered

Rahul a better understanding of the problem.

Thus, Rahul fought for a customer who didn’t even belong to his

circle and ensured his issue was resolved!

Daayitwar Bojaa

Mr. Vinchhi was not Rahul’s customer. But for Rahul,

every Vodafone customer is his own. Daayitwar Bojaa

(My Responsibility) is a perfect example for everyone

here at Vodafone.



Starring:

Rahul Sinha Roy(Deputy Manager - Customer Service, Assam and North East)

Co-Starring:

Mr. Vinchhi

Produced by:


Customer Speak:

“I had absolutely zero hope in getting my phone and SIM back. Rakesh’s intervention was truly a God-sent”

Rakesh – a Vodafone Executive – was at the Vodafone Store,

when a customer – Mr. Chadha – entered the Store frantically

asking his number to be suspended since he’d just lost his

handset while roaming. Rakesh empathised with the customer

and enquired about the details.

After getting the details, Rakesh quickly tagged the request as

a priority and forwarded the case to the concerned department

to suspend the number. Next, Rakesh tried calling the

Mr. Chadha’s number and after several attempts, somebody

answered the phone.

Rakesh figured out that the phone was with a localite. Rakesh

informed him that it was his customer’s phone and requested

him to return the handset. The man on the other end agreed to

return the handset. He asked Rakesh to meet him and take the

phone. Rakesh immediately left with Mr. Chadha and they

successfully retrieved the phone.

Mr. Chadha was extremely delighted and appreciated Rakesh’s

service attitude and said that he’ll never forget that experience.

Aapki AmanatIn Aapki Amanat (Your Belonging), Rakesh helped a

customer find not only his lost handset but also peace

of mind.



Starring:

Rakesh Jasrotia(Executive - Customer Service, J&K)

Co-Starring:

Mr. Chadha, Localite

Produced by:



With the help of the Retention & Relation team,Raman managed to resolve Nitin’s issue within 24 hours.

On Republic Day, Raman – a Vodafone Executive – was out for

shopping in Shahdara. While at an apparel shop, he overheard

two men talking about their dissatisfaction with Vodafone; one

of them was planning to port out his number to competitor.

Raman decided to intervene. He introduced himself and asked

one of them – Nitin – why he was dissatisfied with Vodafone.

Nitin told Raman that his outgoing was barred due to negative

verification. He added that he had visited the Vodafone Store at

Krishna Nagar (Delhi) and submitted his documents. However,

when he tried to make a call in his local area there was a pre-call

announcement, ‘Please submit the documents’. On the other

hand, he did not face this problem when he dialed numbers

belonging to other areas. Further, he informed Raman that he’d

visited the Store several times but he didn’t get a new SIM; he

only received a complaint number.

Raman apologised on behalf of Vodafone and told Nitin that he’d

try and resolve the issue. The next day, Raman reached his office

and checked Nitin’s account. He was shocked to see that the

Vodafone Store had tagged Nitin’s complaint as an enquiry.

He wrote the entire scenario faced by Nitin to Amit Srivastava in

Delhi, and helped resolve Nitin’s issue. After the problem was

resolved, Nitin thanked Raman for going out of his way to help him.

Ek Yaadgaar DinAn act of intervention helped Raman retain a Vodafone

customer and made the Republic Day, truly Ek

Yaadgaar Din (A Day To Remember).



Starring:

Raman Singh Ahluwalia(Executive - Customer Service, UP West)

Co-Starring:

Nitin, Amit Srivastava

Produced by:



After receiving the handset Dr. Srinivasan immediately called Ramakrishnan from his new mobile and thanked him for his help. He credited ` 6000 to Ramakrishnan’s account, which included courier charges, without even asking for any bills.

It was past midnight when Ramakrishnan – a senior Vodafone

Executive – received a call from a premium customer –

Dr. Srinivasan, who was in the US with his wife and was facing a

problem with his international roaming services. He couldn’t

access any network in the US and was unable to reach his friends

and relatives. Ramakrishnan was shocked on hearing this

because just before Dr. Srinivasan’s trip, Ramakrishnan

himself had activated the international roaming service for

Dr. Srinivasan.

After the call, Ramakrishnan immediately checked the status of

the service through CRM and found that the service was active.

He then tried reaching Dr. Srinivasan to inform him but

couldn’t. Ramakrishnan finally contacted Dr. Srinivasan the

next day and informed him that his international roaming

service was active and that he shouldn’t face any problem.

Yet, Dr. Srinivasan still couldn’t get any network. After asking

several questions Ramakrishnan realised that Dr. Srinivasan

was using a dual band handset which didn’t support

international roaming. Ramakrishnan asked Dr. Srinivasan to

change his handset if it was really urgent. Dr. Srinivasan didn’t

know where he could buy a new handset in the US. He requested

Ramakrishnan to buy him a handset that supported IR and

asked him to courier it. Ramakrishnan immediately bought a

handset for ` 4000 and couriered it to him the same day.

Dr. Srinivasan was ecstatic with Ramakrishnan’s excellent

service and praised him.

Ezhu KaladalhalukkuAppaal

Ezhu Kaladalhalukku Appaal (Beyond Seven Seas) is a

remarkable tale about how Ramakrishnan strived to

provide an overseas customer an excellent service and

ensured that his faith in Vodafone was left untarnished.



Starring:

Ramakrishnan S.(Senior Executive - Customer Service,Tamil Nadu)

Co-Starring:

Dr. Srinivasan

Produced by:



Reema also offered to help him with the address of a Vodafone store in Kolkata where he could buy a BlackBerry phone.

It was 7 am and Reema – a Vodafone Executive – was with her

parents at Delhi airport departing to Kolkata for a holiday.

Suddenly, she heard someone screaming over the phone who

wanted to cancel his connection. When he shouted his number to

the agent on the phone, she came to know that it was a Vodafone

number. She approached him and asked about the details.

The customer told her that he had lost his BlackBerry and would

be helpless without it on his business trip to Kolkata. She called

up her office and explained the issue to the retention team.

Unfortunately, no courier could be sent so early in the day. So,

she asked her team to send someone to the airport with the SIM

card. During that time, she took a letter stating the whole

incident and other documents from the customer.

The customer wanted to check his mails but his email ID was

configured on his missing phone. So Reema asked her father for

his BlackBerry and configured customer’s email ID on it. When

Reema’s colleague reached the airport with the SIM, she called

her office and activated it. Reema offered the customer her

father’s phone till they get on the plane.

When the plane was about to take-off, the customer turned the

phone off, returned it and thanked Reema for her help.

Chhoo Le Aasmaan

Read on to know how Reema helped her customer,

who faced a problem minutes before his flight, and

how she helped him out and managed to Chhoo Le

Aasmaan (Reach For The Skies).



Starring:

Reema Sharma(Executive - Customer Service, New Delhi)

Co-Starring:

Customer

Produced by:



Rohith’s impressive service resulted in Mr. Hameed purchasing 5 Postpaid connections from his Store Manager.

Rohith – a Vodafone Sales Executive – was on his way to Calicut

to attend a wedding. On the train, he began chatting with the

passenger beside him – Mr. Hameed – a Vodafone customer.

Mr. Hameed was a director in an educational institution in

Kannur. He told Rohith that he had received many messages

from Vodafone asking him to submit his documents for

verification but since he was always on a busy schedule, he

couldn’t find the time to do so.

Rohith offered his help and told Mr. Hameed that he’d submit

his documents for him. The very next day, Rohith sent an

Executive to Mr. Hameed’s office to collect the required

documents. After the Executive returned with the documents,

Mr. Hameed called Rohith and thanked him for his help. He

added that he wanted to speak to someone from the Postpaid

Sales team urgently. Rohith passed this information to his Store

Manager and requested him to meet Mr. Hameed in person

instead of calling him back.

Later that evening, Rohith got a call from his Store Manager

saying that Mr. Hameed was impressed with their service and

dedication. Rohith was happy with this news and called up Mr.

Hameed to express his happiness. Mr. Hameed simply said that

he was overwhelmed by the personalised service he had received

and had complete faith that no one could offer better service

than Vodafone!

First Class Service

This is a tale of how Rohith’s presence of mind and his

First Class Service won him his customer’s admiration

and trust.



Starring:

Rohith Kannan(Executive - Sales, Kerala)

Co-Starring:

Mr. Hameed

Produced by:


Customer Speak:

Subhash’s friend: “Thank God Shirin managed to contact me in time. She surely saved his life with her quick co-ordination and presence of mind.”

One fateful day, Subhash – a Vodafone customer – met with an

accident near Mehsana on Ahmedabad Highway. To make

matters worse, his mobile phone had no balance. Not knowing

what to do, he called Vodafone Customer Care. He explained his

situation and requested the agent to add balance to his phone so

that he could call his family for help. As Subhash’s validity was

over, it wasn’t possible for the agent to provide Subhash with

even the Chhota Credit facility. But the agent realised the

seriousness of the situation and transferred the call to his team

coach – Shirin.

Shirin spoke to Subhash and realised that he urgently needed

medical help. She calmed him down and assured him that help

was on its way. Rather than wasting time by adding balance to

his mobile phone, she asked him for a friend or family member’s

number. She then called his friend and got them both on a

conference call. On hearing what had happened, Subhash’s

friend immediately left to his aid. Meanwhile, Shirin stayed on

the conference call and reassured Subhash that he’ll be alright;

she knew that talking to him was the only way to keep

Subhash conscious.

Within 30 minutes, Subhash’s friend found him and got him

medical help. Later, Shirin was informed that Subhash was in a

hospital and was out of danger. Subhash’s friend thanked Shirin

for her help and presence of mind.

Jeevan Rekha

Shirin’s level-headed assessment and reaction to a

serious situation ensured her customer was rescued

and given medical care on time. She truly became her

customer’s Jeevan Rekha (Lifeline).



Starring:

Shirin Saiyed(Team Coach - Customer Service, Gujarat)

Co-Starring:

Mr. Subhash

Produced by:



The next day, Sabarish visited Mr. Krishnamoorthy in the hospital. Sabarish was overwhelmed when Mr. Krishnamoorthy thanked him profusely for his help.

One evening, Sabarish - a Vodafone collection Executive –

received a call from his customer - Mr. Krishnamoorthy - about

certain bill clarifications. Sabarish had been handling

Mr. Krishnamoorthy’s account for over a year and was thus fully

aware of his account. After clearing Mr. Krishnamoorthy’s

doubts, Sabarish assured him that his bill payment would be

done within 2 days.

A few hours later, Sabarish again received a call from

Mr. Krishnamoorthy’s mobile phone number. When Sabarish

answered the call, he was shocked to find that it wasn’t

Mr. Krishnamoorthy on the line. The person on the phone had

just witnessed Mr.Krishnamoorthy in an accident and had called

the last number dialled from Mr. Krishnamoorthy’s phone.

Sabarish realised that he was about 20 km away from the

accident site and it would take him too long to reach there.

Sabarish had to do something quickly.

Suddenly, Sabarish remembered Mr. Krishnamoorthy’s

colleague whom he had met once for a discussion about his

Vodafone connection. Fortunately, Sabarish had saved his

number and he called him immediately and told him what

had happened. Sabarish informed the colleague about

Mr. Krishnamoorthy’s location. The colleague rushed to the spot

at once and admitted him to the nearest hospital. And thus,

Mr. Krishnamoorthy’s life was saved in the nick of time.

Kaapavan

This is a story of Sabarish taking a step beyond the call of

duty, and being his customer’s Kaapavan (The Saviour).



Starring:

Sabarish M(Collection Executive - Credit and Collections, Tamil Nadu)

Co-Starring:

Mr. Krishnamoorthy, Colleague

Produced by:


Did you know?

The very next day when Subhra’s boss called Mr. Ghosh,this was the feedback he got: “Great job! I would’ve been nowhere if the data card hadn’t worked. This customer service differentiates Vodafone from all the other telecom operators and I’m proud to be a part of the Vodafone family.”

Once after working hours, Subhra – a Vodafone Channel Sales

Manager – received a call from a customer – Mr. Ghosh – who

told him how annoyed he was with Vodafone’s customer service.

Mr. Ghosh said that a sales Executive had taken Rs. 6999 from

him and had given him a data card, promising that it will be

activated within 24 hours. Mr. Ghosh worked with CESC and the

very next day he had to go to Bengaluru, where he needed the

data card for an important presentation.

Subhra then immediately called Vodafone’s back-end

Executive and confirmed that the line had been activated.

However, Mr. Ghosh was unable to use the data card as it

showed ‘No Network’.

As Subhra stayed near Mr. Ghosh, he promised to reach his

home within an hour. There, Subhra found that Mr. Ghosh was

previously using a different Internet service, which was causing

a problem in installing the Vodafone data card. Subhra

immediately uninstalled the other Internet service and

re-installed the Vodafone data card.

Mr. Ghosh’s data card began working instantly and Mr. Ghosh

was overjoyed that he could now surf the Internet and thanked

Subhra for his help.

Drutogati

Subhra had no more than a few hours to activate a

service for his customer. With no time to lose, Subhra –

a Sales Manager – with Drutogati (Super Fast Speed)

solved the problem and won accolades from

his customer.



Starring:

Subhra Bikash Adhikari (Channel Sales Manager - Sales & Marketing, Kolkata)

Co-Starring:

Mr. Ghosh

Produced by:



Santharam V.J. is a qualified Life-saver.

At a traffic signal about to go green, Santharam VJ – an Assistant

Manager at Vodafone – was at the front of the traffic. When the

light turned green, a girl on a 2-wheeler on his right sped off and

hit an old woman crossing the road. The old lady fell

unconscious and the girl too fell and got hurt and began

bleeding. Santharam immediately stopped his vehicle, rushed to

their aid and called an ambulance. He saw a Cognizant

Technologies ID card on the girl and called the emergency

contact number on it. He identified it as a Vodafone number.

The girl’s mother picked up and Santharam told her what

had happened.

Then, Santharam carefully extracted the old lady’s name and

address from her spectacle box that she was holding. On reading

the address, he realised one of his cousins lived in that area. So,

he called his cousin and told her to head to the old lady’s address

and inform her family.

Just then, the ambulance arrived and took both the injured

women to the hospital. Santharam then informed the police

about what had happened. He then handed both the injured

women’s belongings to the police and left for work.

Later, Santharam received a call from the girl’s mother who

thanked him for saving her daughter’s life. When Santharam

informed her that he was a Vodafone employee, she proclaimed

how proud she was to be a Vodafone customer! The old lady’s

husband too called and thanked Santharam for helping his wife.

Kaakkum DevathaiBy saving two lives in a day, Santharam was more

than a hero for the two injured women - he was

Kaakkum Devathai (The Guardian Angel).



Starring:

Santharam VJ(Asst. Manager - Credit and Collections, Tamil Nadu)

Co-Starring:

Girl on 2-wheeler, Old lady

Produced by:


Boss’ dialogue:

Suresh’s personality always does the magic. He understands the customers’ problems and needs and then even if it required for him to go out of the way to help them, he will do it. He’s truly Happy to Help.”

On Janmashtami, Suresh – a Vodafone Executive – received a

call from Mr. Lamba – a Vodafone customer. Mr. Lamba’s

daughter was studying in Rajasthan and was using a Vodafone

Prepaid number that had been barred. On hearing this, Suresh

assured him that he would help him.

Suresh called the Rajasthan Customer Care team since it was a

holiday and his office was deserted. When Suresh learnt that

Mr. Lamba’s number was barred due to non-documentation, he

called Mr. Lamba and asked him to submit his documents. The

next day, Mr. Lamba brought his documents and Suresh filled

the PAF and immediately called the Rajasthan back office to

unbar Mr. Lamba’s number. He then couriered all the

documents and forms to Rajasthan and the service was restored

at 6:30 pm the same day.

Delighted with the service, Mr. Lamba told Suresh that he was

unhappy with his data card that belonged to a different service

provider and enquired about Vodafone’s USB stick. Suresh gave

him all the details about Vodafone’s at ` 6999 unlimited plan.

Mr. Lamba then requested Suresh to visit his home to collect the

documents for the USB stick. Despite the heavy rains, Suresh

went to Mr. Lamba’s home, completed all the processes and

activated the USB card.

Mr. Lamba then enquired about Vodafone’s Prepaid and

Postpaid schemes and after listening to all the schemes from

Suresh, Mr. Lamba asked for 2 new Postpaid connections. It’s

nice how an act of helpfulness translates to benefits for both the

customer and the Vodafone employee.

Ekalveer

Like an Ekalveer (One Man Army), Suresh straightened

out his customer’s woes and reaped the benefits of

his dedication.



Starring:Suresh Methwani(Executive - Customer Service, Gujarat)

Co-Starring:

Mr. Lamba

Produced by:



The next day, Mr. Venkat visited the store with two of his friends and purchased three USB sticks.

One day in March 2011, Mr. Venkat, a customer, visited a

Vodafone Store to buy a USB stick and Satyanarayana – a

Vodafone Executive – gave him all the details. Mr. Venkat said

that he’d think about it and would return by the evening. When

Satyanarayana called Mr. Venkat in the evening, he replied that

he’d buy it the next day. But when he did not turn up,

Satyanarayana called up again. Mr. Venkat said was busy and

would come in later.

Next day, on Sunday, Mr. Venkat called Satyanarayana and

asked for a demo. It was a holiday and Satyanarayana was in a

dilemma whether to go or not since he lived quite far from where

Mr. Venkat lived. Nevertheless, he informed Mr. Venkat that

he’d come by 4 pm. After driving for 2 hours, Satyanarayana

opened the Store, took a new USB stick and went to Mr. Venkat’s

house. Mr. Venkat was happy to see Satyanarayana arrive on

time and after the demo, he agreed to buy the USB stick.

Mr. Venkat did not have cash so he gave Satyanarayana his credit

card. Satyanarayana took the card to the store, charged the

payment and returned the card to Mr. Venkat with a receipt.

Mr. Venkat was amazed with Satyanarayana’s zeal and praised

his efforts. Satyanarayana simply smiled and replied – “Sir,

Vodafone is always happy to help.”

VodipokuVodipoku (Never Say Die) – that’s an attitude which

Satyanarayana exudes. Find out how he travelled more

than anyone would have, that too on a holiday, to help

his customer.



Starring:Satyanarayana Pachunuri (Executive - Customer Service, AP)

Co-Starring:

Mr. Venkat

Produced by:



Sowmya used Google Maps to direct Mr. Karthick to his uncle’s location.

It was a just another day at work for Sowmya when she received

a call from a worried customer - Mr. Karthick. He sounded very

distressed and told Sowmya that his 70-year-old uncle, an

Alzheimer’s patient, was missing. Mr. Karthick explained that

his uncle had gone for his evening walk and hadn’t returned and

that it had been over 3 hours. More importantly, his phone

was unreachable.

Sowmya immediately took control of the situation and asked for

his uncle’s number. She tried the number and luckily Mr.

Karthick’s uncle answered. Sowmya asked him to hand over the

phone to someone around but to no avail and the call got

dropped. Sowmya redialled the number and asked the old man

where he was. He had no clue about his location. So, Sowmya

asked him to read out the names of any street boards or shops

nearby so she could determine the location. The old man

mumbled something and Sowmya deduced that he was in

Avvai Nagar.

She called up Mr. Karthick and gave this information to him.

Sowmya told him to drive towards Thiruvanmiyur while she

gave him directions. Within 20 minutes, Sowmya got a call from

the much relieved customer who had found his missing uncle.

Theduthal

Theduthal (The Search) is a gripping story of a

customer’s search for his missing uncle, an

Alzheimer’s patient, and Sowmya’s terrific display of

the ‘Happy to Help’ attitude.



Starring:

Sowmya Raghavan (Executive - Customer Service, Chennai)

Co-Starring:

Mr. Karthick

Produced by:


Customer Speak:

“The world still has some great human beings like you. You are a hero in real life.”

One morning, when Suryakant – a Vodafone Executive – opened

the Store, the first thing that caught his attention was an

unsealed white envelope on the floor. On opening it, he found

` 20,000 in it, along with a competitor’s SIM card and

some papers.

He also found a form on which a Vodafone number was written

and signed. Suryakant called on that number and introduced

himself as a Vodafone employee but before he could say anything

further, the customer – Mr. Sahoo – disconnected the call by

asking him to call later.

Suryakant called him back again and that time Mr. Sahoo

shouted at him for calling back and before he could disconnect,

Suryakant said that he had an envelope. Instantly, Mr. Sahoo’s

tone changed. He was extremely relieved and told Suryakant that

the envelope had money in it and it belonged to someone else.

He also mentioned that he had lost hope of finding it.

Mr. Sahoo visited the Store later. After verifying his signature on

the form, Suryakant handed over the envelope. Mr. Sahoo was

overwhelmed and thanked Suryakant by telling him that he was

a Vodafone hero.

Aloda LaaphaapaaAnyone in his place would have ignored this

Aloda Laaphaapaa (The Unclaimed Envelope), but

Suryakant didn’t.



Starring:

Suryakant Pal(Executive - Customer Service, Orissa)

Co-Starring:

Mr. Sahoo

Produced by:



The Enterprise team managed to communicate, co-ordinate and dispatch the replacement SIM to Mr. Halder at the airport within 30 minutes.

One evening at 8 pm, Shabnam – a Vodafone employee –

received a call from Mr. Halder of Tractors India Ltd. He told her

that he had just lost his handset. Shabnam promptly blocked his

number and told him that she’d arrange to deliver a replacement

SIM to him the following Monday.

A few days later, Mr. Halder called Shabnam again and said that

his new SIM had stopped working. He was on his way to the

airport to leave for a week long official tour. On hearing this,

Shabnam and Jyotesh – the Relationship Manager for the TIL

account – checked the system and discovered that there had

been another SIM replacement request taken by their SMD

team. Since that was a COCP connection too, the SMD team had

delivered the SIM to Mr. Halder’s office. However, Mr. Halder

neither reported the loss of his handset to his organisation nor

was told by his administration that a duplicate SIM had

been delivered.

Now Shabnam and Jyotesh’s objective was to get another SIM to

the customer before he goes for the security check at the airport.

Supriya Dey – the Fulfilment Manager of TIL – quickly sent

Gurdeep – an Executive – to the airport. Gurdeep managed to

enter the airport and handed over the SIM to Mr. Halder.

Shabnam took the IMSI from Mr. Halder over the phone while

he was boarding the flight. Shabnam then activated his number.

Mr. Halder thanked the entire team for their never-say-die spirit.

EkjutTeam spirit is one of our most important assets. Ekjut

(United We Stand) is a marvellous story of how a team

worked together and helped a customer overcome an

issue, in the nick of time.



Starring:

Shabnam Majumdar, Jyotesh Mehta, Supriya Dey, Gurdeep Singh (Enterprise Team - Kolkata)

Co-Starring:

Mr. Halder

Produced by:


Vod

afone T

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Tamal SahaDirector – Customer & Channel ManagementVodafone India

Vodafone Tales is a testament to those who follow the term

'Service' to the T.

Service is the best strategy for competing in the marketplace.

In this book, you'll learn that being on par in terms of price

and quality only gets you into the game, while exceptional

Service wins the game.

The stories you'll read will remind you how every single

contact we make with our customers either cultivates or

corrodes the relationship - be it from the CEO, network

engineers, sales force, support staff or the customer service

team. This includes every letter we send, every ad we run,

and every phone call we attend.

It's important to understand that our customers don’t expect

us to be perfect. They do, however, expect imperfections to be

corrected quickly, painlessly and fairly. We should be able to

create Moments of Magic in all customer interactions and

always be Happy To Help. I admire our Service Champions

who have gone beyond the call of duty to create extraordinary

moments of magic for our customers.

I also appreciate and congratulate all the Vodafone and

partner employees who contribute their Tales every month.

Every story is an excellent act of going beyond ones duty to

serve. These stories must inspire each one of us in our efforts

to consistently delight our customers.

Go ahead. Make a difference!

Vodafone tales 2012 Book

Sports

b i g g e s t b

b u s t e r s o f t

vodafone talest h e

tamil naduchhoo

years service champions

padmanabhan tamil naduhalaage

new players

new telecomregulations