The world is revolving around exceptional services . Business models are being revamped to optimize the customer experience. Applications and processes are being honed to ensure that the customer experience regarding any service is exceeding the expectations of the customer. In reality, this is the world we live in. This is the world in which customers want to live in. There is no antiseptic logic of having sub standard processes of customer satisfaction. There is no substitute for excellence. Every interaction with the customer requires premium services. This aroma is floating in all corners of customer operations. Food in any international chain is now replaced with a smile and telecom providers provide complimentary bandwidth or a substantial decrease in pricing if they can not provide greater than 75% uptime of the services. Local markets are developing to customize requirements and ensure that the customer is satisfied.
Bandwidth requirement is one of the most lethal and important demands of the customer. It is the unique mechanism that connects him to the outside world. Internet is deciphered as the heart beat of civilization. Without internet, millions of users seem to be non active units of society. Millions of dollars are now transferred with the click of the mouse and vendors use various hosted applications to stay in touch with customers around the world. This picture is a world that is maintaining customer excellence through passion and integrating in via their processes and movement. Internet is the platform of connecting people to others. It is the utility that drives functions and features. Without it, people seem to be left in the dark. And multitude of reasons exists to validate the importance of broadband. Banking, selling, transactions are all done through this medium now. Without this mode, life becomes completely stagnant.
Pakistan, like many other third world countries, is moving forward in integrating its customer base with the international market. It is imperative that Pakistan becomes a part of the international bandwidth model. The country is required to introduce to the market another avenue of potential customers. The value addition of Pakistan community into the market needs to be felt with a financial impact. International markets should be optimizing their web sites to cater to the needs and requirements of this particular market.
Although Pakistan should be a strengthening market for all web sites, the overall experience of broadband should be felt by the masses. Broadband services need to ensure a certain level of bandwidth at any given time with no restrictions of users or additional personal computers. Though the first world countries have a plethora of platform on which broadband can be provided like DSL, cable, wireless almost covering all areas of the country. This is not the case in Pakistan . Sporadic areas have good coverage and only certain platforms have play in areas. Irrespective of the limitations that prevail, the experience of using broadband should be no different.
One of the most important and critical elements of a true broadband service provider is exceptional services . Customers should have felt the movement and thrill of installing an affordable and reliable service . Key ingredients like affordability, reliability, courteous behavior, professional installation team, quick plug and play solutions and a confirmation that systems will be under complete warranty is the seal deal with customers.
Customers any where in the world anticipate broadband solution providers to come up to the standards of international benchmarks. The few and fierce competitors in broadband Pakistan need to start improving their service matrix and inculcating the values into their systems and processes. Installation of services should be on time, no longer than 20 minutes and provide a quick and effective utility to upload pictures, share content and have web hosting facility. Without this, the customer would not be simply satisfied with a modem and a 2 hour wait time to get the services activated.
Some of the areas that the service providers in Pakistan need to improve upon are enhancing their processes to add value to their esteemed customer base. Complimentary waivers for users that have been provided friendly user testing and immediate acknowledgment of installation time and date when a customer calls. Another avenue that needs to be enhanced is the professional level of the business centers and call center staff. The understanding of the market needs to be comprehensive and each staff member using the services of the company. Only then can they truly understand and provide services to the customer base.
Ample footsteps need to take place. Yet, there is time and energy in the Pakistan market that can make this happens. The overall telecom market has improved the generic public and awareness. People are now trained on CRM applications and financial systems. Education courses are now available to expedite training and ensure students with the right mind sets.