Customer-support service from a relationship perspective: best practice for telecom

Customer-support service in companies has existed for a long time. Today, customer support in companies is differently outlined in comparison to the situation one decade ago; still phone calls or messages over Internet are most common. Customers may phone the companies and ask questions, they can co...

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Bibliographic Details
Published in:Management Research and Practice 2013-06, Vol.5 (2), p.5
Main Authors: Roos, Inger, Lofgren, Martin, Edvardsson, Bo
Format: Article
Language:English
Subjects:
Active and Passive Customers
Best practice
Best practices
Business Administration
Communications industry
Customer relations
Customer Relationships
Customer satisfaction
Customer service
Customer services
Customer-Support Service
Företagsekonomi
Internet service providers
Management
Pilot projects
Planning
Studies
Technical support
Telecommunications industry
Telecommunications services industry
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Summary:Customer-support service in companies has existed for a long time. Today, customer support in companies is differently outlined in comparison to the situation one decade ago; still phone calls or messages over Internet are most common. Customers may phone the companies and ask questions, they can complain and they can ask for support regarding technical devises. However, most research on the topic show customers being dissatisfied with the service they receive under the label of customer-support. One frequently mentioned reason is long queues for customers when they search for help and support on different issues, which again may be caused by the fact that companies in their attempts to renovate the function mostly seem to have focused on cost reducing, which has resulted in unsuccessful solutions seen from the customers' perspective. The purpose of the study is to find out the best-practice for customer-support service in the telecom industry; from the customers' perspective when the relationship strength is considered.
ISSN:2067-2462
2067-2462