Service Aptitude Program I - Aegis Global Academy.

Service is an attitude. And the attitude are shaped largely by a holistic and wholesome appreciation of a spectrum of service delivered (empathy skills). Undoubtedly every one receives a plethora of services in their walk of life. While some of those services must have been delivered effortlessly, other services need loads of positive attitude. How to shape right attitudes? Service Aptitude Program's (SAP) primary objective is to provide a platform where different services delivery quality can be observed first hand. Definitely, mere observation does not serve any great purpose unless those observations are translated into definitive service delivery practices. SAP is wide angle service lenses through which a wide spectrum of services can be observed, analyzed, and make a meaningful learning with an "eagle like" observations.

Service PHILOSOPHY

The important things of service philosophy are interactions, relationships, practices, policies, procedures, people’s experiences and the service environment; which is reflected on personal beliefs, values and exploring how these are shaped by people, society and experiences. The practice in the service is guided by the values, attitude & beliefs and the way the service is served to the customers.

The Temple is comprised of three parts:-

•      The Service Providers (Pujari’s and their team to take care)
•      Devotees (Visitors)
•      Business of different nature (In-house or Out-House)

The Service DELIVERY

By Pundits – During the arati time which was throughout the day and differs from temple to temple.

By the Business – to sell Puja Samagri and other products in and around the temple premises.

The Service ATTITUDE

The service attitudes are judgements and beliefs done by one’s observations reflected externally.

Example About a Child - When a child is there in a temple or in any religious place, their emotions are influenced and directed by their parents or elders.  They even learn by seeing other devotees also. As told to them, their mind is tuned that whatever you wish in a temple from god, will be granted. Thus the child grows to become a selfish person when it comes to god and would come only when requires some wish to be fulfilled.

But not all devotees come with a selfish mind. They do come to have a peace of mind. 

    

Located in the lap of Marudhamalai hills, it is one of the main six temples of the lord situated in Coimbatore. The meaning in local language meant a place where we get all the cure of our problems with a peace of mind as ‘Marudha’ here means “medicine to cure”.

It is believed that the Lord removes both mental and physical fluctuations and soot hens the body and mind as is surrounded by the nature, hill where many medicinal herbs are found.

There is also a belief that woman leaving bangles will be blessed by a child and burning a thing (sold at the same place) at the place where Navagraha was located as if getting rid of all the problems.

The Temple Pooja timings were as follows: 6 Am, 9 Am, 12 PM, 5 PM and 8 PM.

While going to the Temple

•      Our Bus was stopped at the Base of the Temple, though the LMV and 2- wheeler were allowed to go upwards to the temple.
•       They had their own Bus Service to take the devotees from the Base to the Temple which was up the hill at a charge of Rs.10 per person for to and fro journey for which; one has to stand in a Queue. The Base place could have been kept clean as it was stinking and could also lead to diseases.
•       Therefore if a devotee who is willing to go but does not have the means to go, cannot go. They get so much of fund which could be utilized in making the commutation free for the devotees. This initiate will not only increase the number of devotees going to the temple but will also lead to a name and fame of the Temple due to this.

On reaching the temple Base

•      There were many Vehicles from across the country (Gujarat, Rajasthan, TN, etc.), which meant that this temple’s devotee spread across the country. 
•      The lady at the shoe stand was very polite to take the shoes and keep it in the stand. But when we returned after the darshan she asked for money. And a local person standing beside us told to read the board where it was written ‘It is Free’.
•      On the way there were many people selling mangoes and various products.
•      There was a Shop which was selling Pooja-samagri and Prasad, which was also merely a money game.

The Temple

•      There were different rates to do Darshan. For a closer one Rs. 25, a little farther Rs.5 and just to see from far, it was free were one has to Queue.
•       Even the pujari’s in the temple were lacking the true attitude to serve without any intention of expecting something in return.
•      There was also a construction of another temple was going on near the main temple. 
•     The temple premises were also not kept clean as the heap of waste could be seen and water was flowing and also could found water puddles. 

Here the Commercial Business was flourishing very well. From Small retail outlets selling all sorts of low ticket – low involvement products to restaurants, lodges, transportation, etc. Mostly the products kept were of attractions or religious, and the service offered were also not with an attitude to serve but were meant only as a transactional purpose.

Temple – 2 (Sri PanchaMugha Anjeneya Vaisha Hanuman Temple)

One of the famous religious spot known for the deity with ‘five faces’ or ‘Pancha Mugha’ is believed to have special power as a healer which is of Lord Hanuman. Here the devotees offers Butter on a Pan leaf to the Lord and also lit a diya in front of the Lord Hanuman. And Tulsi can be taken as Prasad. The other Deity in the premises are Devi Varaha, Lord Narasimha, Lord Garuda, etc.

It also had a Special Counter run by the trust where they sold Prasad apart from offerings to be done to the God. Here the devotees could offer their offerings to the lord either through cheques, DD or money order.

The Temple Pooja timings were as follows: 5.30 - 6.30 am (Maha Abhishek) and for Puja-Archana between 8:30 AM to 8:00 PM with a break of 5 Hours approx.

About the Temple.

•                     It was located in a residential area.
•       This temple is run by a trust. Here only the business of selling religious    products was done which was in the premises of the temple and run by the trust itself.
•     There was also another outlet where a pundit was selling Prasad and other puja samagri.
•     The attitude to serve was missing as people were just Queuing up to get what they wanted, without any experience of being served. Neither did the people serving were conscious of the attitude to serve.
•    The pandit in the one Devi Temple which was in the same premises was always ready to answer and to serve. He tried to make aware about the goddess and also was very polite and had a respect for the devotee’s.

Temple – 3 (Sri Ratna Vinayagar Temple, R.S.Puram)

• Temple of Lord Vinayaka (Ganesha) where daily after Abhishek, Shringar of the Lord and the maha arati at 7:00 PM, Prasad of Lapsi (Sweet Jaggery) was distributed.
• This temple was the best among the three. It was located on the main road at a corner of a street. It was so calm and peace inside. They did not give any importance to the business as it was also seen just a small stall of some puja samagri was there outside the temple under a tree, which was run by an old lady. The Temple pujari was so polite and had a respect for the devotees. 
• They made the Prasad themselves and also served in dona (bowl) all the devotees present at the time of Maha arati in the evening which was not for the money. It was so systematic. The pundits themselves cook, served, cleaned the utensils and the Temple, etc. 
• They also kept the packets of Bhabhut to be taken by the devotees and the best part was that beside that they also kept polythene packets for taking the Bhabhut. There were many devotees who came to spend their time in this peaceful place. But there was a young woman who sat quietly at one corner of the temple. She came for the peacefulness of the mind and away from the worldly pleasure. She sat for hours together. 
• This temple was a real peaceful place though located on a noisy and busy street of R.S.Puram. The Pundits had the true attitude to serve and respect for the devotee. It was not a kind of transactional but purely a Passion attitude to serve.

• What it takes for a poojari to do service round the clock, for weeks, months, years and decades together?

It is the inner passion to serve selflessly to the devotees with a true respect towards them or it can even be due to selfish attitude of money.

• Is there any promotion for a Poojari?

The promotion of a Pujari can be due to:The Temple’s promotion or its brand image, even a pujari’s pravachanWord of mouth by a Devotee who has been served or whose problem has been solved by a pujari. By the pujari’s politeness and true attitude to serve and the respect given to a devotee.

• Are there any timings for a Poojari?

Yes they do have their timings in tune with the Temple’s timings. And there are many pujari in the temple which may serve the Lord.

• What motivates him to deliver exceptional service despite the fact that no one cares to thank him? Yet, what keeps him going?

The motivation may be from two things: -

•    Monetary and
• Non-monetary: The one with the Passion to Serve, A True devotion towards the Lord, Respect for the Devotees and a Selfless Attitude.

The True love of Devotees towards the God and the Respect received from the devotees, motivates him to get going.

• What are his service attitudes and beliefs? How did the service philosophy shape these attitudes?

The Service Attitude & Belief may be deferring among the Pundits, temples and location.
The Service philosophy can be taught in an institute specially catering to this field (Ashram) or it can be learnt under a learned Pujari’s guidance.


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