Customer Care Claims Versus Reality: Which Company Is This?
Recently a lot of stories published here have been about customer service issues. Somehow the service issues get more coverage in the media including blogs. To be fair, there are plenty of helpful employees in telecom companies who go out of their way to resolve issues. Some of them even contribute to online forums and discussions as well. However it is safe to say that more can be done to improve customer satisfaction in the telecom industry of Pakistan.
I spotted this announcement at the web site of a major telco. It is full of positive statements about customer care but given the track record, how credible is it for public and the employees of this company? I have removed the name of the telecom company from the picture below. Can you guess which company is this? I will announce the name in 2 days.
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Umz, Hina: Impressive, you guessed it right.
Salome: well said. I hope that ptcl will improve as well and may be this ad is the start of a new chapter.
My customer service experience is mixed: very professional service from wateen, mediocre service from warid, not that great with ptcl etc.
This is PTCL :)
Regardless of the fact that many companies claim to have excellent Customer care, the fact remains that the very concept of Customer Service & Relations is a relatively new in Pakistan’s emerging market. As consumers, we are just beginning to know our rights – but the large businesses and comapnies are only NOW realizing that they have to give as good as they get when it comes to satisfying a customer. Customers are more enlightened, thanks to technology.
So companies need to realize that they have to step up the game. I have experienced various levels of customer care from the annoying (CS people at clothing outlets) to the disastrous (major banks’ front desk officers). telecom companies are added to the list, but at least with IT & Telecom, the companies are TRYING. I can’t speak for this particular company, but I can talk about my experience with CS at LinkdotNet. I’m glad to say they have improved, and I’m glad to say that i stuck it out with them after all!
An ad advertising your great CS skills does not mean it is true. :)
This is the great monopolizer, PTCL.