PDF of this tutorialDefinition
Customer care is a customer service that seeks to acquire new customers, provide superior customer satisfaction, and build customer loyalty.
Overview
With the deregulation of telecommunications services, consumers now have more choice in selecting a service provider. When ordering a new service or maintaining an existing service, consumers must take into account the following three key factors: the quality of the service, the price of the service, and the customer service of the service provider. The first two factors are relatively objective and usually easy to control. As shown by Figure 1, the graphical representation of a market research study done a few years ago, customer service dissatisfaction is the most important key factor when a consumer decides to change service providers.
Figure 1. Reasons for Switching to Another Vendor
A customer care system is a customer service system that helps telecommunications service providers acquire and retain loyal customers. The customer care system provides many means for service providers to achieve these goals with the help of technology.
The objective of this tutorial is to provide an overview of customer care for telecommunications industry professionals who are not familiar with this topic.
