Experiential customer service being a crucial and sensitive element can also become a major competitive advantage for a company. And the key to maintaining a good relationship lies in the policies of the organization and the importance it gives to its customers. As the famous saying goes;

“Quality in a service or product is not what you put into it. Its what the customer gets out of it.” (Peter Drucker).

What is Customer Service?

Customer service is the bloodline of business after marketing. A company attracts new customers through promotions and advertising, but to retain them is of paramount importance. Bringing back the customers who have already bought your products is the key function of customer service. And it doesn’t end here, as making sure every customer stays happy and satisfied is another challenge the customer service department faces.

Nonetheless, it is not as simple as it sounds. The organization’s approach to customer service plays a major role in determining whether it will be able to retain the customers or not. And the approach is basically the way of maintaining a relationship with them. Customer relationship, hereby, is highly critical since a little less or a little too much can change the quintessence of it.

What are the reforms PTCL has made?

Following the same strategy, PTCL, being the largest ICT company of Pakistan till date, which has a lion’s share in the market, has been able to provide impressive customer service it provides to its respective users. To enhance customer experience, the company has been collaborating and forming strategic partnerships with various organizations i.e. Careem, Netflix, Daraz, etc. so the consumers can avail of the best services in the country.  Discount for students in the form of ‘promo codes’ on Careem and Daraz has increased its popularity in the market. Netflix subscriptions are now easier than ever before. Now the payments can be made without hassle, again increasing convenience for users.

Alliance with these companies has allowed PTCL to target youth and young adults who otherwise used different networks for their telecommunication needs. Catching up with the youth has changed the company’s ‘old school’ perspective to a rather better version. This way, the company has been able to reach out to a diverse target audience giving it yet another opportunity to enhance its customer satisfaction.

The UAN Service:

Pakistan’s largest ICT company PTCL providing convenience and faster service to its users. PTCL has another agenda, especially in the past few years. They have designed a special UAN (Universal Access Number) to cater to all the customer needs. Be it B2B or B2C, this uniquely designed UAN can be of use to all the customers. Irrespective of customer locations or services they’re using it’s convenient for them.

Listed are the benefits of this service:

  • It is a simple combination of digits, easy to dial, and easy to remember.
  • It provides quick and easy access to make complaints or queries ultimately increasing customer satisfaction.
  • Customers now prefer services that save their time and costs. Hence, it is a successful addition to the customer service which PTCL provides.

All of these value-added services have resulted in a major increase in the response rate of customers and a number of new subscriptions. The results give us an idea of how organizations in Pakistan have been prospering and growing exponentially. It also explains how much customer service is important and the role it can play in the success of an organization.