Customer Services: A Case Study of Cellular Phone Companies in Pakistan

Abstract

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.