Customer Services: A Case Study of Cellular Phone Companies in Pakistan
Customer Service is a highly demanding and challenging job in service sector. It is most difficult and greatly intricate but is inevitable for survival in any competitive market. Better-informed customers are more discerning customers; they want it all. Nothing less than high-quality, fully featured...
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| Format: | Article |
| Language: | English |
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Shaheed Zulfikar Ali Bhutto Institute of Science and Technology
2007-06-01
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| Series: | JISR Management and Social Sciences & Economics |
| Subjects: | |
| Online Access: | https://jisrmsse.szabist.edu.pk/index.php/szabist/article/view/366 |
| Summary: | Customer Service is a highly demanding and challenging job in service sector. It is most difficult and greatly intricate but is inevitable for survival in any competitive market. Better-informed customers are more discerning customers; they want it all. Nothing less than high-quality, fully featured products at reasonable prices are needed to satisfy them. As a consequence, they are in a position to demand service, customized products and personal attention. Deregulation of services, growing competition, fluctuations in demand, and the application of new technologies are presenting a considerable challenge to service companies. The mastery of customer service can mean the difference between success and failure. The corporate trend of raising customer service is a business necessity. Experts believe that customers are more willing to forgive a product failure than a service failure by a ratio of 5 to 1. The service-oriented transformation is the successor to classic business transformation initiatives. Service-oriented transformation represents new methodologies and approaches that incorporate new technology trends such as service –oriented architecture, enterprise service bus, and model-driven architecture.
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| ISSN: | 2616-7476 1998-4162 |