Stories about service

Surviving flight 304 with cake-boy

Karachi-wallay like to stereotype. We spin whole life stories around accessories and behaviour. Pants above ankle length? Member of an Islamist party. Pink iPhone case with matching nails? Definitely out of town, maybe a Lahori. So it was only fitting that when I boarded the PK304 to Lahore I was assigned the seat right out of a bad airplane movie: the one directly behind the bathroom, next to the mother with the howling baby. By that I don’t mean I’m going to start bashing PIA. Personally I like PIA, I like the spicy food and I think the schedule runs ...

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The customer is always right…but is he happy?

During uncertain times, the customer becomes the lifeblood of any business. But today the brand team is struggling with which existing and prospective customers to target with their current offers via multiple channels of interaction. Many established corporations are aligning their resources towards BRIC countries – Brazil, Russia, India and China, for growth opportunities and are aiming to hone in on the rise in disposable income within these economies – notably China, whose new five-year plan aims at a growth strategy fuelled by domestic consumption instead of the trillion-dollar generating strategy of exports maximisation. What they are finding is the difficulty to ...

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Listen to the customer!

Gone are the days when you needed to lodge a complaint about a problem in your telephone connection or electricity metre and nobody was available to even listen to your voice. Now, the scene has changed. Companies have started to focus more on customer service due to increasing competition in the marketplace. Many companies that didn’t even know about customer services now have state of the art call centers and customer touch points. Here they are not only listening to customer complaints but also resolving these on an immediate basis. However, there is still a place where customers are complaining ...

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