Why customer service is so broken

For generations, companies have been trying to solve for customer service. A deep dive into why they continue to do a piss-poor job of it

It took Harish Kanchan six years, eight lakh rupees and the might of an online forum to not set his car ablaze. Turning his sedan into toast would have been an act of desperation for the tenacious businessman, who’d managed to bring an automobile manufacturer to its knees. But even the best fighters get desperate. If at all he was to lose, Harish thought, he wouldn’t go down quietly.

There should never have been a fight in the first place. Harish, who was driving from Mumbai to Nashik 11 years ago, had met with an accident. He was lucky to …


Roshni P. Nair

Roshni is a features writer and former editor of The Morning Context's Chaos team. Her career spans The Ken, Reuters, the Hindustan Times and DNA. She is a recipient of the UNFPA Laadli award and was shortlisted for the RedInk Awards 2016 for her story on Mumbai’s leprosy colonies. Her far-flung ideas would sometimes drive our editor-in-chief Ashish up the wall, but he wouldn’t have had it any other way (even if he didn’t admit it).