Study of Customer Service in the Largest Telecommunications Companies Essay

Study of Customer Service in the Largest Telecommunications Companies in the Sultanate of Oman - Essay Example The current global business atmosphere presents a very competitive atmosphere than it has ever been. Therefore, if an organization is unable to offer goods or services when clients need them then there are other multiple companies instantly ready to rise and fill the void. Organizations have only one opportunity to make their first impression; however, when business leaders fail to clinch onto this fact or remain unwilling to offer appropriate resources for meeting the needs of customers, then the organizations are prone to finding themselves struggling for business. According to James (2000), quality is customer’s general view regarding the relative strength or weakness of service; hence, customer satisfaction relies on experiences of personal service transactions and opinions regarding the general service accorded. Therefore, prior experience by a customer can significantly increase or diminish the level of customer expectation; therefore, the largest Oman telecommunication companies have an opportunity for improving their value by the way they present customer care. The research objective for the project is the evaluation of the customer service within the main telecommunications businesses in Oman. Literature Review According to Robin (2007), as a part of making sure customer services is enhanced, it is very essential for companies to see the degree to which their own goods or services gratify the customers. Berry Moller (2006) established that organizations in both service and manufacturing industries seek to be in good terms with customers with regard to customer care; therefore, the organizations introduce service innovations in order to develop value and remain competitive. Relationship value is essential, and can be gained by offering the best services such as customer care together with relationship quality among others that are able show strong impact on satisfaction (Michel & Gallan, 2008). According to Koumar (2008), measure of sales, the nu mber of people in relation to them taking into account other services such as technical ability, knowledge, as well as pricing requirements may establish strength of relations with customers. According to Brose (2008), the pace of response, the rates of customer contact as well as the scale of cooperation among others are considered as one of the most necessary services a client can anticipate for from a vendor. Paul (2008) stated that people who possess positive experiences in corporations’ customer service department are likely to inform two or three other people regarding the experience, as Consumer Affairs website successfully established; therefore, superior quality customer service serves as a source of endorsement for organizations. According to Rogers (2003), 82% of customers move from one company to another because of customer service issue; therefore, if this is anything to go by, then offering superior quality customer service ought to be taken seriously by all bus inesses including the largest telecommunication companies in Oman. An exemplary customer service acts as an essential value-added service to businesses in an attempt of offering customers of any organization an