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Customer service in the telecommunication industry

Telecommunications industry is a fast growing business all over the world. Tycoons are trying to formulate more business strategies that will enable them to cope with the heavy competition in the telecommunications market. One step of achieving a good pool of costumers is having a well equipped and trained customer service center that could cater the needs for some knowledge about the services in a network or the mechanisms in operating the cellular phone units; since it is very evident that cellular phone models are becoming so modern and very technological when it comes to its features.

Reading the posts to this case on the previous discussions make me think of the best alternatives that could really eliminate the tendency of competing with other companies while staying highly competitive in the market. The goal of the strategies presented must focus not to compete with other companies but to provide customers with a quality service that can exceed their expectations. In the past years, it has been a problem that customer care representatives are not available in times of needs.

The main or primary solution I can suggest is to widen the network’s customer care representatives’ desks so that there will be enough

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to answer the inquiries of the subscribers and for some instance for those who wish to subscribe the network’s service. The percentages presented in handling the complaints and needs of the costumers are enough to satisfy the subscribers in their subscription. However, it is very important that the company will emphasize in educating the representatives of the in’s and out’s of the business and the services.

It is also a good thing to open the body with the suggestions of the CCR (costumer care representatives) in solving the problems with the customers or subscribers since they are the ones who hear a lot from the costumers. Their knowledge on the complaints may be a step to improving the network’s service thus security and loyalty will be gained from the costumers upon improvement of certain services. Reference Telephone companies providing service in the district as of December 31, 2007. Retrieved 20 January 2009 from http://www. dcpsc. org/customerchoice/whatis/telecommunications/telecommunications. shtm

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