Customer care

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Unformatted text preview: Customer Care Definition 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. 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. Topics 1. An Environment without a Customer Care System 2. Needs of Consumers 3. Needs of Service Providers 4. Technology for Customer Care 5. Functional Requirements of a Customer Care System 6. Customer Service 7. Telemarketing 8. Repair 9. Implementation 10. Develop or Buy Self-Test Correct Answers Glossary 1. An Environment without a Customer Care System All telecommunications service providers have customer services. A customer service that does not have a customer care system is characterized by the following: • multiple applications for a customer service representativeWithout a customer care system, customer service representatives (CSRs) must use many applications to service a customer. Billing, provisioning, ordering, credit validation, and event tracking are examples of these applications. Sometimes the CSRs need two or three workstations or terminals. A CSR without a customer care system will use all of these mentioned systems to handle even a simple customer request for a new telephone line. As these are usually independent applications, the CSR must enter the same information many times. There is always the possibility of mistyping and forgetting to enter some information in an application as a result of human error. With errors, the customer is not likely to get his/her requested service as promised by the CSR. W...
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