My gratitude to Indian Railways during Corona times

Corona or Covid 19, I think no one would have heard of term ever but will remember it till their life time now, thanks to the current pandemic situation globally due to this virus. Thousands of people have lost their lives globally and the numbers are just increasing daily. I just hope together we are able to defeat this virus globally by being self-quarantined.

During the initial stages of this outbreak I was at my hometown, that time I wasn’t much aware of the situation because numbers of cases were negligible and situation was under control then. Since my work at home town was not completed I decided to extend my stay by 5 more days. Those 5 five days were very crucial as by then Corona was termed as pandemic by WHO and travel restriction were enforced by the government.

Due to some unavoidable circumstances, I had to travel back to Bengaluru and for the first time I was in the dilemma, whether to travel or not? The situation was more intriguing on the day of travel, till I reached station, I was just waiting for a reason to cancel my travel.

But the moment I reached station, I felt I was in safe hands, they was Covid 19 medical desk at the entrance of station and place was being cleaned by disinfected at regular interval and safety instructions were being announced through speakers. The station had deserted look with bare minimum passengers at the platform and all of them were either masked or had covered their face with handkerchief, first soothing experience.

After sometime train arrived and I board it, to my utter surprise there were hardly any passengers in the coach, including me 10 passengers I believe. I went to my berth and settled my luggage, coach was little different today, as curtains and blankets were removed from AC coaches. All I was offered was a pair of bed sheet and pillow but the temperate was moderated, so it didn’t bother me, so it took some time to get the feel of AC.

I realized that janitor of the coach was making periodic rounds of coach at regular interval, initially it was scary initially but later I got used to it. Then the ticket checker came asked my seat number and glanced over my Id card and went back. He was in mask and gloves, I have never seen them with these additional gears as they are mostly in black coat with white trouser, so was little surprised.

By 8 pm onwards rounds of janitor was intensified and they were accompanied by ticket checkers as I could hear their footsteps till 12.00 am, after that I slept.  Morning when I woke up I realized that the whole drill of periodic rounds by janitor and ticket collector was done to safeguard our interest as we passenger were less in number and were scattered in our seating arrangements. So staffs of Indian Railways made regular rounds, in order to prevent us from any towards incident as we were prone to them in this Corona time.

I would like to my express my heart felt gratitude to all staffs of Indian Railways for thinking so much about us passenger even in this pandemic situation. Thank you and keep up the good work

Social media platforms the most effective tool for escalation management

Brand’s reputation plays a vital role in attracting more customers to itself and reaffirming people’s faith in them in the long run. It plays more important role in service industry which is fragile and easily targeted by people for their service offerings. With advent of large number of e commerce firm’s things have become more complicated now. That’s the reason organizations have started giving more importance to escalation management.

Today most organizations have internal escalation management team to address the concern of their customer efficiently in a short span of time. Organizations try their level best to resolve issues offline so that customers don’t vent their anger online at social media platforms like Facebook and Twitter. Reason is the large scale visibility of these platforms and its harmful effect on brand value.

Based on my person experience I can say that Twitter is the best platform for quicker resolution of concern and I would like to substantiate my stance by the most recent incident countered by me.

I ordered an item from an e commerce firm on 5^th February 2020 with the probable delivery date as 8^th February 2020. On 8^th Feb, I missed delivery guy’s call and when I called him back after 5 mins, he didn’t respond to my call. I tried to call him 2 -3 times, since he was not responding I decided to wait for his call back.

He is didn’t call me back but I was astonished by an SMS which stated, that the item has been delivered to me and it was collected by me personally. I was furious at the receipt of this SMS as the item was prepaid, I immediately called the customer care to apprise them of the situation and they requested me to wait for some time.

After 24 hrs I called customer care again to check the status of my complain, this time too they requested for more time for resolving the issue. Hence I decided to approach the appellate authority for quicker resolution of issue, here also they requested for more time without divulging exact time frame.

Since there was no response from appellate authority even after 48 hrs, I approached them again, this time too they tried to appease me with same old punch line “give us more time”. I was literally drained out by now, hence I decided to vent my anger on Twitter and the response was amazing.

5 minutes after posting my concern on Twitter, I was asked to DM (direct message) my concern to them on Twitter along with my number which I did promptly. I post my concern on Twitter  by 11 am and by 3 pm I received call from the delivery guy inquiring about my package and address one more time, he apologized for this conduct with an assurance that my package will be delivered to me by 7 pm.

At 7 pm delivery guy called me once again to inform me that he was on his way to deliver my package, in another 5 mins, he was at my palace and handed over the package to me personally this time and apologized for the entire fiasco.

I wondered if I had posted my concern on Twitter initially only, this issue would have been solved on 8^th February 2020 itself. This is not the first time that Twitter has been instrumental in resolving an issue, I have seen similar response in past too and the same has been resonated to me by my friends as well.

So my question is “Why do we need offline platform when online channels are more effective in resolving customer’s woes?”

My IELTS computer based test experience

Finally, I am done with my IELTS exam, now I can heave a sigh of relief. I undertook the computer based test through IDP (official partners of IELTS), as it have been more than a decade since, I have written an essay on paper with pen. I am more proficient in typing than writing and the other reason is, my handwriting in illegible.

My LRW( Listening, Reading and writing) test was on 6^th Aug’19, got its schedule immediately, when I booked for the test on 31^st July’19 and by 1^st Aug’19 my speaking test schedule (5^th Aug)  was shared to me through email and sms. But in order to complete the test booking process, I had to attach scanned copies of the first and last page of my passport. This can be done either while booking for the test or later though logging in to IDP website.

On 5^th I reached the venue opted by me for the test, with my passport for the registration process. I had to finish the registration process first, in order to get inside the waiting room. Registration was done near the reception area, where my passport was verified, few details were asked, my finger print was scanned and a pic was clicked. Once the registration was over, I was asked to deposit all my belongings comprising of phone, keys, handbags etc in a locker provided by IDP with a badge number and key. I was permitted to carry only my passport and locker badge, rest everything was in a safe locker.

After the, I was directed towards the waiting room, first impression of the room was like, I was entering  PVR to watch movie, similar seating arrangement with water bottles on each seat and a LCD screen displaying test pattern. After waiting for around 15 mins, I was called in for the test, which lasted for about 15-20 mins. After that I reached the reception area, to collect my belongings and left the venue. Both before and after the test my fingerprint was scanned.

On 6^th too, I deposited my belongings in locker and headed towards the waiting room, where few other examines like me were waiting.  About 10 mins before the test, we were informed to use restroom, as during test,  its usage is restrictive. After restroom session, we were informed about the test, then we were directed to the test room, again finger print was scanned and we were directed towards our respective seats.

My desk had a big computer with keyboard (normal keypad not feather touch like we have in laptop) , mouse and headphone, along with  a water bottle, pencil, sharpener, eraser, 3 sheets of paper and a pen was nicely placed on the desk. Then I had my first set of instructions, most important among them were, I should not talk to fellow examine all throughout the test, incase of any difficulty, I should reach out to invigilators only and check my headphones to adjust volume. Details about washroom breaks were also shared.

Then instructions were given about listening test and I was on with the test for the next 32 mins, after the stipulated time, my answers was automatically saved by the system, same drill was followed for the remaining 2 tests. For all 3 three test, the timer on my system notified me, about the time remaining for the test to wind up and there a clock in the test room too but I preferred system timer for accuracy.

After test, once again my finger print was scanned and I left the room, but I was allowed only  to take my passport and badge out of the room, remaining items were supposed to be left behind in the room. Then I came to the reception area, thanked the staff for their support and left the venue.

Before appearing for the test, I was more scared about the entire process of undertaking the test, than the test itself, now I feel the test is conducted in highly professional manner under the guidance of experienced and friendly staff members, they support and guide us, all through the process. So thought of sharing my experience in a blog for people to read and get benefited from it.

A note for the readers - Reach the venue at the time specified in the mail, as staff is strict on timings and conduct test on time.

Private airline’s adieu to Indian skies

Aviation industry is touted to be next big sector making its way in market and opening doors for numerous employment opportunities. Forecasting the future potential of this sector, education institutions have already started their bit by training and grooming potential work force for them. But my question is will India be use this opportunity to the fullest?

Reason number of private airlines flying on Indian skies is on declining spree. The ones currently flying are uncertain about their future prospects. Most private airlines have faced  issues in past, few were able to sail through and be back in operation like Spicejet but few left the place like Air Sahara, Kingfisher and the fate of Jet airways will be out in some time.

Air Sahara was launched by Sahara India Pariwar with much pomp and show and was doing good till it embroiled into financial issue and curtains were drawn to this airlines. And Jet Airways came to the rescue of Air Sahara and bought the airline from Sahara group. Air Sahara was then renamed as JetLite by Jet Airways. JetLite joined as a low cost subsidiary of Jet Airways.

Then came Kingfisher airlines, luxury airline of Indian skies launched by Vijay Mallaya. Kingfisher Airlines was like the Virgin Atlantic Airlines in Indian skies. It changed the look and feel of aviation industry since its launch. Kingfisher airlines gave its flier premium class experience during their flight. That was something which was missing in Indian skies for long. Kingfisher Airlines bought Air Deccan the low cost carrier of Indian skies, which boosted up its business further. But Kingfisher airlines too got embroiled into financial crisis and the airlines shut down its operations. Vijay Mallaya left the country, now government is trying to extradite him to India to recover the dues he owes to Indian banks.

Latest to join the brigade of Sahara Airlines and Kingfisher Airlines is Jet Airways. An airline launched by Naresh Goyal in collaboration with other to conquer Indian skies.  Naresh Goyal and his family have major stake in the airline. Jet Airways catered to Indian skies for over a decade before its ceased it operation temporarily from 17^th April’19. There’s no clarity whether this closure is temporary or permanent.

Having gone through the journey of these airlines which ones ruled Indian skies, one thing is common in their exit journey and that is financial crisis. None of them were able to overcome their debt which ultimately forced them to adieu the market.

If financial crisis is one the major reasons for the airlines to stop their operation in Indian skies, I think its high time that government should come with some concrete measures to ensure the longevity of private airlines in Indian skies. An in-depth analysis should be done to ascertain the factors that led to accumulations of debts for these airlines during their operations.

A limit should be set by the government to inform airlines when they are about the deep dive into unrecoverable debts. Airlines should abide by it, this will beneficial for both the parties. Airlines can reduce their debt liability and timely intervention by government can enable the airlines to retrospect on their strategies and come out with remedial measures.

When airlines cease their operations, most effected are their employees who are suddenly rendered jobless with the burden of liabilities on their shoulder. Reason, speculation of airlines closing operation will be there in news but employees never get a clear picture about the actual scenario. They come to know about it at the 11^th hour. Then employees aren’t left with much option in hand.

Employees are the actual sufferers of airlines closure as their salaries are due from their employers and after closure of operation, employees never get their dues cleared. When kingfisher airlines closed, salary dues forced some of Kingfishers airline employees to commit suicide. Government should pay special attention to this issue, when an airline is about to cease its operation on Indian skies.

Airlines quitting Indian skies will hamper the growth of aviation industry in the long run and will even discourage private player to venture in the industry which can help foster the growth of Indian economy. Hence its high time government to look into the issues faced by private airlines while operating in Indian skies and come with measure which can benefit both in long run. And no other private airline should adieu Indian skies again.

Can water woes be reduced through water meter?

Cities are never planned in advance they grew and developed with growth of the city and people migrating to those cities for better career opportunity. Career is one of the deciding factors which lead to the growth and expansion of cities. Rapid growth of city lead to rapid urbanization, it can be harmful at times.

Bangalore has also grown by leaps and bounds but the city today is reeling under water shortage. Bangalore relies completely on water tankers for its water needs. Independent house, housing societies, business establishment all are depended on water tankers and the need is acute during summers when tanker guys charge exorbitant amount for supplying water.

People are forced to pay the price tanker guys ask them as they are in dire need for it. Despite such struggle no concrete measure has been taken by the people to tackle the issue of water shortage in the Bangalore. I wonder WHY? If we do something towards water conservation today, we can tackle water scarcity issue over a period of time but we are reluctant to do anything.

Looking at the way, how the city is growing, the time is not far when we might run out of water in future. Instead of taking a step then, better start with a small step today for a better tomorrow. Rain water harvesting is one the ways but again the participation of people to this program isn’t encouraging.

I think government should mandate all housing societies, apartments (big or small), commercial establishment to adopt rain water harvesting technique. These are the places where consumption of water is highest. All of them depend on tanker for their water needs, as their bore wells can’t meet their water needs. But with rain water harvesting these places can reduce their dependence on water tankers.

Another effective measure is water meter, wondering HOW? According to an article published in a leading daily it has been found that water meter has been able to reduce the intake of water tankers. Few housing societies and apartments installed water meter for their residents and water bill amount was charged according to the water intake of the residents.

From the moment water meters were installed and residents were accountable for their water intake and pay accordingly to the meter readings. So residents became cautious about their water intake which wasn’t the case earlier. Earlier irrespective of water usage resident paid fixed amount and this lead to water wastage couple of times. Now with water meter in place, water wastage has been arrested to a great extent.

Every drop of water wasted will now be added to your monthly water bill. Hence residents have been cautious and have a taken all necessary measures to save every drop of water. Now no leaking taps are left unattended rather it is fixed at the earliest. Water meters have been a boon for people who were consuming less water were still made to pay at par with others who were consuming more water.

Since the installation of water meters, housing societies and apartment’s water bills on tankers have reduced. Reason now they need fewer tankers a month. Though water meter can’t address the water problem of the city completely but it’s a small step towards cautious usage of water.

I feel water meter and rain water harvesting if initiated properly can bring some respite to water woes. But constant effort should be made towards more water conservation techniques before we head towards a grim situation.

Made in Heaven a path breaking web series

It is said that “Marriages are made in heaven but are solemnized here on earth” That’s the theme of Amazon prime latest web offering “Made in India”. It’s initial trailer seemed like the revolved around a single story but it isn’t that way. They have covered around 7 wedding stories in the entire series. Each episode covers one wedding in the series, except for the main plot, which is nerve gripping.

India diverse culture and its fascination for wedding have been well captured in the series. From the big fat Indian wedding to traditional weddings to royal wedding to church wedding to punjabi NRI wedding to the wedding of a peon’s daughter. All these different types of wedding have been covered in the most charismatic way.

 It was delight to watch all these different types of wedding in one show. Didn’t feel like was watching a web series, feel was similar to watching a blockbuster movie, that was the grandeur of the wedding celebrations. Hats off, to the creative team of “Made in Heaven”, who presented all weddings so well. That way the reason WHY all weddings were delight to watch for.

 In India, only dream that parents have for their kids, is to get them married at the right age.  Once kids are married, parents are relieved of one of the biggest and most challenging responsibilities of their life. Parents nourish this dream from the moment a child is born. That’s the reason MARRIAGES are given more importance in India. Theme of the web series was complete match to this ideology and captured these emotions in its true form.

This series was also an eye opener towards the life and functioning of wedding planners. They work tirelessly to make weddings the most amazing day in a couple’s life. Wedding planner’s primary focus is to ensure that the couple cherishes the memories of their wedding. Bride and groom is meant to enjoy the biggest day of their life for everything else, wedding planner’s are there. They are the extended family of the couple during wedding.

 Through the series is all about wedding but there is also a parallel story running in the main plot the series. Especially, story revolving around the male protagonist of the series, makers have presented it in a most dignified manner.

Actor Arjun Mathur played his part, with much ease and elegance. It was a challenging task for any male actor to take but not only did he accept the challenge but also did complete justice to the role, Kudos to him for that. This part can’t be explained in words but it has to be watched to understand the message it wants to convey to the people.

Usually web series have an open ended ending for season 1 but that wasn’t the case with Made in Heaven. I felt finale episode was complete in itself, it wasn’t like other web series where you are left to anxiously wait for the next season. About which no one has any idea about. That’s one of the reasons WHY I hate web series at times. Still end up watching them for the concept and story line.

Those of you, who haven’t watched it Made in Heaven, so watch it. It’s worth watching.

Is kerala flood relief fund actually reaching the needy?

Kerala popularly known as Gods own Country experienced the worst natural disaster of the times it has seen so far in the form of flood and landscapes, which not only jeopardized the life of millions of people but also the state at large.

Kerala flood caught national as well as international attention, credit goes to social media and news agencies. And to rebuild the state, chief minister of kerala requested people across globe to donate generously to the fund created exclusively for this purpose. People have contributed to the fund whole heartedly, looking at the plight of state and the suffering of flood victims.

I was in kerala during the flood and has seen the disaster myself. Many people have been rendered homeless, they have no idea where to go and settle down after leaving the relief camp, in totality they have to start from scratch. Those with their houses intact will have to buy in new appliances to bring life back normalcy to their houses, as all appliances including gas stoves were submerged in water. Shopkeepers were the worst effect as they had ordered goods well in advance for Onam (biggest festival in kerala), were all damaged in rain, when water entered their shops. In all these floods has not let anyone unaffected, everyone has been effected, intensity may vary on situational basis.

But there are few thoughts which still haunt the minds of the people. ie will the flood relief funds be used adequately for the rehabilitation purpose or not? WONERING what made me to think so? Immediately after flood, when I went out. People were happy on one hand that Kerala received support globally in the hour of need but they were doubtful that will the funds actually reach the real beneficiaries or not?

There fear came true in few days, when govt officials appointed at relief camps were indulged in act of robbery and were caught red handed by the people at relief camps. This is ridiculous, how can someone think of doing such demenial act even in the midst of a huge crisis like this. This was just the beginning of such incidents, soon many such stories started cropping up from other relief camps too.

With witness to all these incidents, I feel the fear of the masses is justified about the usage of funds which has been send exclusively for the rehabilitation of flood and flood victims. Government of kerala should take steps to ensure that every single penny send towards rehabilitation work should be used for it exclusively. Any lacuna in it should be dealt sternly. Because, if Kerala government is not able remove the extreme fear about misappropriation of fund from the minds of people, then they may not come forward to support the kerala in any crisis which may crop up in future.

People from all walks of life have donated their money for flood victims assuming that it will reach the needy and government will ensure it. As the demand for fund was done by the government so they have the responsibility to ensure its proper usage among the needy. People trusted the government while transferring funds so now it’s time to retain their trust.

I think government of kerala should form a committee of people and make them directly responsible for any lacuna arising about funds misappropriation, support not reaching the needy, plan of action for rehabilitation etc. Last but not the least, an honest report on the funds received and its expenditure at periodical intervals. People have the right to know about it. It’s the duty of the government to make these details available to the masses to ensure crystal clear view of the operations.

The slogan during the floods was “we are together” and now towards the path of rebuilding kerala, slogan has to be “together we will’

Many of you would be thinking what’s the purpose of this write up, coin has two sides, we have seen one side during the flood(disaster) now it’s time to see the other side too (flourishment). Most importantly to retain the faith of people in saying that “lending helping hands during crisis” is a good gesture.