Two posts in the Indian blogosphere that threaten to degenerate into a Free Markets vs Others debate made me think. One was this post by Dilip D'Souza and this one by Charu.
As I commented on Charu's blog, the actual reason for this is that the talent for customer service is right now quite limited and is being eyed from outsourcing companies in addition to internal companies. Needless to say, Indian companies have to settle for the second best talent with low backend resources.
The other factor is that the leadership of these sectors are still mired in the 'customer is not king' mindset.
And this is not restricted to India. Bad customer service happens here too! And read this too
Gautam, I think you're spot on with both your reasons. I think much the same reasoning applies to journalism (at least English journalism) -- with the boom in papers and magazines, there's a dearth of talent.
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