In this particular case customers needs were not

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In this particular case, customers’ needs were not cater resulting in poor service andassistance. Therefore, this has acted as a negative impact on customer loyalty which hasencourage customers to switch to competitors.Customers is said to be achieved only when an additional service is provided to customers.The telecommunication industry and as well as other industries should meet customers’requirements and always try to add a ‘wow factor’ to their product. this will help them toenhance customer loyalty and maintain a competitive edge over its competitors.(Ogunnaike, 2014).Customer service and service quality is no wonder interrelated. From the above research, itcan be analyzed that with a good practice of customer service and service quality, thecompany will undoubtedly be in a better place to provide customer satisfaction. However, itis up to the members of the company to work upon strategies and put forward the bestpractices of customer service and customer relationship management so as to retain themaximum of customers that it can and possibly attract new ones. For the telecommunicationsindustry, the company will need to start from scratch to know it’s customers’ needs andwants. From attracting customers and retaining existing ones through innovation, all the waythrough handling complaints and provide the best customer care possible and to finally builda relationship with customers after the process of sales, management will need to focus onthe best ways to make the customers feel that they are valued. In the long run, the company
18will without any doubt benefit from the strategies of customer service and customerrelationship management that have been implemented from the beginning. Customer serviceshould be the main focus of any company and it can be highlighted that with a good practiceof customer service the company can be reassured of its survival in the market. Hence, alongwith financial strategies, research and development and all the internal aspects of a company,management must make it a must to show more focus towards customer service since theclients are considered as the lifeline of a company.
Chapter 3: Company ProfileAt the first instance, in 1988 the company was known as Mauritius Telecommunicationservices. In 1992, the Mauritius Telecommunication industry merges with overseas Telecomservices and it was retitled as Mauritius Telecom.In the year 1996, two fully owned subsidiaries were set up by Mauritius Telecom. They wereCellplus and mobile telecommunication Ltd and Telecom Plus Ltd. The reason was to offermobile and internet services consequently.In year 2000, Mauritius Telecom joins hand and form a partnership with France Telecom(Orange S.A nowadays) by acquiring 40% of its shares.

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Customer relationship management, Mauritius Telecom

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