CUSTOMER SERVICE

Customer Service and Expectations of T-Mobile & Orange

[Name of Student]

Executive Summary

The report focuses on two major telecom providers, T-Mobile and Orange. The major focus of the report has been towards understanding the dynamics of customer service which are being followed at these organizations and the step which they have taken to ensure that they maintain a high level of customer service at all time. Furthermore, their strategies have been analyzed and recommendations have been made accordingly, which if incorporated then the entire process of customer service management can be radically improved from its existing state.

Customer Service and Expectations of T-Mobile & Orange

Introduction

While analyzing the marketing mix for any product or service, one of the focal aspects which determine the success of the entire marketing mix is customer service. A well managed customer service is a great and an utterly effective manner to create long lasting customer loyalty (Wray, 2012, pp. 39). In this competitive modern world of commerce, one of the great factors which ensure that an organization gets an edge over its competitors is a good customer service. This is because most of the customers now do not believe or are worried about the product which they are using, but they are more concerned about the after sales service or the elements which come attached with the product. One of the reasons why these factors play an important role is because a customer is more worried about receiving a good service in case something goes wrong, as compared to their worries regarding the quality of the product. Because, even if the product is of substandard quality and the customer service is good then the service will always be available in case something goes wrong (Wilson et al., 2012, p. 7).

Main Findings

Various Aspects of Good Customer Service

Comprehension of the essentialness of great customer service is fundamental for a solid business in making new clients, keeping faithful customers, and improving referrals for potential customers (Kuo et al., 2009, p. 890).

Brilliant customer service starts at the starting welcome, or the initial contact, if that is in individual, on the telephone, or through message. In all of the aforementioned scenarios, utilizing exceptional individuals' abilities will build the chances for a positive early introduction. In the event that the worker is using great customer service on the telephone, the starting welcome will be polite. Once more, this makes the customer feel agreeable. Obviously, great client utility goes past the introductory contact (Jasmand et al., 2012, p. 30). While assisting customers pick the right item or utility or answer their inquiries, helping them with their requirements is an extraordinary case of going the additional mile. This sort of aid makes great will, and it'll in the end expedite unwavering clients. Regardless of the fact that individual doesn't buy anything in their visit; the great shopping experience will carry the client once again.

While managing customers, every now and then an organization faces scenarios that need to be determined. In the event that the ...