While it’s true that a satisfied customer is a happy customer, it is not the easiest task to achieve. Every organization is continuously striving to give their customers the best experience but not all are able to please them.
In the telecom industry, the pursuit to satisfy customers without slackness or negligence tends to be a formidable challenge by itself. Other than round-the-clock service delivery with unrestricted access to customer support, an organization needs to put itself in the customer’s shoes and be empathetic to their situation. Most of the times organizations lack the capability or knowledge to know what their customer wants and that can be detrimental to the reputation.
Different companies have different methods to measure and determine the satisfaction level of their customers. Pakistan Telecommunication Company Limited (PTCL) is one name in the telecom industry which in previous years lagged in active customer engagement. However, with the changing times and rising competition, PTCL has evolved and is now striving to go the extra mile to satisfy its customers by ensuring that there are multiple communication channels that make the organization approachable and accessible.
Having well-recognized customer service credentials, PTCL has been recognized this year for developing and implementing a ‘Customer Happiness Index Framework (CHI).’ It stood runner up after Telefonica in the ‘Best-in-class Customer Engagement Tool’ category at the 14th annual Customer Experience Management (CEM) Awards recently held in London during the Telecom Global Summit.
The idea behind the CHI is to get an in-depth view of customers’ needs and wants. This has a strong relationship with customer experience and their satisfaction level. Thus, it helps PTCL to keep providing improved telecom solutions and support services to its customer base nationwide. Every year the CEM categories are updated to reflect the latest market trends emerging in an increasingly diverse telecom industry. This year featured some 21 categories, of which 10 were new, allowing the PTCL to showcase its contributions from all parts of the value chain.
Every company is characterized by an unrelenting commitment to know, understand and own the customers it serves. In a rapidly growing competitive environment, a telecom service provider must keep itself abreast of both the concerns and perspectives of its customers and should be willing to uplift the customer satisfaction quotient.
Being recognized at an international forum for devising innovative customer happiness index speaks volumes of PTCL’s commitment towards its customer-centric approach. It is now looking to continue its growth with new ideas and best practices that facilitate millions of its customers and surpass their expectations every day.
