It was first day after the serious outbreak of Corona virus and the first business day after historical drop in Bombay Stock Exchange, it was fear everywhere, businesses operations were on hold, people were agitated and customers in Wakad branch of Kotak Mahindra Bank were no different – showing little or no tolerance.

But it was all good for Archana Dudhal, just two month old service executive in Kotak Mahindra, she seems to be all ready to serve customers. For here things were Business-As-Usual. Not worried too much about what is happening in her surroundings; she is nicely protected – masked – handy sanitizer – totally engaged and ready to assist customers with their financial needs.

Just like other customers I was also waiting to get served; trying to be patient but waiting seems to be too long and making me uncomfortable. Honestly, things were little slow than what I thought but again I cannot complain as other customers were beings served. While waiting, I managed to find a place to sit – each passing second of time feels like an hour. I was about to make few phone calls to make best use of my waiting time but from nowhere I suddenly heard a assertive voice coming directly to my ears – “how can I help you”. I thought wow, that is the sentence I was looking to hear. I looked up and I saw Archana ready to serve. Without waiting any further, I told my needs to her.

After paying all attention, Archana carefully listened to what I’m expecting, she promptly did her homework; checked things online and then checked my account – gone directly to concerned person to take account of the progress, while I was looking her with awe – the speed with which she was working. It appeared to me that in few minutes she completed hours of work by taking ownership and responsibility of things. Not easy for a fresher to navigate, especially during corona virus outburst but she was with her full intention – promptly serving customers with best of her ability.

 In matters of few minutes, my work was done and I could not believe it. Initially, I thought it might take us easy two hours to get things done but in a matter of twenty minutes, I completed my task and left the branch with great satisfaction.

What was most important about the whole episode was her strong desire to serve customers with best of her ability. She believed in giving value-adding customer services irrespective of her level in hierarchy or temporary challenges around her – making whole process customer-centric rather than bank centric!

In the era where artificial intelligence is more valued there is no real place for real concerns for employees. It is all taken care by automated systems and processes. The whole things has became transnational and hence there is no need to make things relational. But it is rare for an employee like Archana Dudale to share genuine care for their customers. Very impressed and also felt great honored to be served by her.

Please join me in welcoming Archana to the elite group of REAL LIFE HEROES for demonstrating genuine care for her customers and doing everything in her capacity to bring WOW to her customers. Thank you Archana!