Recently, I had written to him about a sponsorship of a student to an International Conference. And he was one of the twenty odd big shots I had sent the mail to. Not one replied. But for P. K. Gupta. He happens to be the Regional Director, India for Air India. While he expressed his inability to do anything about the sponsorship, in just a few words, the personal touch filled my heart with warmth. THAT is customer service, in my book. I bow down to you Sir for taking time off to add this touch to your work. A lot of people must take lessons from you on customer handling.
And he has taught me, an MBA aspirant, a lesson which I shall never forget. Busy we all are. But bringing culture into the work we do is what distinguishes us from the rest.