ISSN: 1998 - 4162

JISR MSSE Journal Contents

Volume 5, Number 1, January 2007

Customer Services: A Case Study of Cellular Phone Companies in Pakistan
Rizwan Ahmed Bhutto - Pakistan Telecom Co. Ltd., Karachi, Pakistan
Azra Maqsood - SZABIST, Karachi, 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 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....


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DISCLAIMER: All views expressed in the journal are those of the authors and not necessarily reflect the policies or preferences of JISR-MSSE or SZABIST.