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This dramatic social change has brought
significant customer service challenges to an industry now
striving to keep pace with the increasing expectations of
its own customers.
A social, technical and economic revolution:
“The phone company” is no longer just about
telephones, and a phone is no longer just a convenient way
to communicate. One by one, the products and services
offered by telecommunications companies have transitioned
from the curios of the wealthy to the tools of every trade.
Delivering this change has placed
telecommunications companies at the leading edge of the
consumer electronics industry. The ease of use of their
products, and the accessibility and reliability of their
services can have a dramatic impact on the business and
private lives of their customers.
Customers no longer see “outages” as an
inconvenient symptom of a pioneering technology. They expect
telecommunications companies to provide the reliability and
service to match a new dependency. This transition has
brought significant additional risks and challenges to an
industry already faced with the aggressive business
environment of the 21st century - reduced margins, increased
competition and the increased ease with which customers can
make their dissatisfaction public knowledge, and change
their supplier.
The challenge for telecommunications
companies is to combine their technological and business
expertise with the growing need for a customer service
vision that will build their future success on the success
they help bring to their customers. |
