In current business conditions, the competitiveness of any enterprise depends primarily on the rate of products and the commensurability of their price with the quality offered. The level of support and feedback provided by firms remains one of the severe issues of service development. Not every business corporation comprehends customer service’s role, leading to a growing number of dissatisfied clients and falling profits. The customer is the principal value for any enterprise, and every company should improve the quality of products and services to provide the necessary level of assistance.
Clients are willing to give a certain amount of money when they receive the quality and feedback they deserve. A few years ago, I built my relationship with a company based on the quality of the purchased product or its price. However, nowadays I value the way sales representatives communicate with me more. Competent customer service is the foremost task of any company that allows it to retain and satisfy the wishes of the customer. Nevertheless, not all experiences when purchasing services are positive; an example is my personal experience of utilizing the Comcast internet service. The company offered favourable conditions for low rates, which immediately attracted my attention. Still, there were network interruptions, which caused complete frustration and the need for technical support intervention. Enterprises must value each client, and support services are designed to solve issues instantly (Aburayya et al., 2020). In this case, however, the support specialists were the most significant disappointment because of the long response and their unwillingness to resolve the matter.
The company staff did not desire to listen to complaints, answered rudely, and the Internet outage was not resolved. It is important to note that every internet company has failures, but it was the lack of initiative of the employees and their manner of communication that caused my immediate desire to terminate the contract. After this situation, it became apparent that when selecting similar services, it is necessary to consider the level of interaction with the consumers and the willingness of employees to provide high-quality service. Customers’ focus is the ability of the company and workers to identify clients’ desires in time to satisfy them to the maximum benefit (Aburayya et al., 2020). Each company must comprehend that the customer is the backbone of the company. I strongly do not recommend the use of this service to those who want to choose or change the Internet service provider because of the company’s inability to solve problems, listen to customer comments and, most importantly is to respond to them quickly and accurately. If the wishes of consumers are not considered, the service will not improve, as evidenced by my experience.
The primary conclusion is straightforward and, at the same time, judging by practice, incomprehensible for numerous corporations and their target groups. The range of products and services is extending daily, thus, offering a wide choice for every consumer. It is necessary to specify that clients and their requirements are the basis of any business. Therefore, consumers should choose only those companies that comply with this principle.
Reference
Aburayya, A., Marzouqi, A., Alawadhi, D., Abdouli, F., & Taryam, M. (2020). An empirical investigation of the effect of employees’ customer orientation on customer loyalty through the mediating role of customer satisfaction and service quality. Management Science Letters, 10(10), 2147-2158.