BUSINESS MANAGEMENT HU-202

Assignment
Letter
Laiba Javed (191277)
BSAF-3
Submitted to: Ma’am Saima Jabeen

Department Of Accounting and Finance

Air University, Islamabad

Saturday, 11 december2020
Hermes Telecommunication Company
Customer service report
Introduction
The customer service department of Hermes communication a telecommunication company based in
Switzerland This report is about the problems that customers have experienced .I just wanted to tell you
that the task I have been told was to better the customer services department. Now I would like to
mention some problems that customers have faced and also I suggest some possible recommendations
that I have been thoroughly thinking.
Problems
 More than half of customers report that they’ve had a problem with a product or service in the past year.
Of those, more than half said they were extremely or very upset by the experience, and a third reported
feeling anxious, betrayed, or sad about it
Customers complain about the busy helpline.
Many more complain about the issues in quality as well as the functions of the products like mobile
phone.Customers complain about the bad services of the customer service department.
Conclusions
Building customer loyalty is one of the essential things you will need to do for your business to grow. It is
more costly to acquire new clients than retaining existing ones.
Recommendation
To keep your customers happy, ensure you do the following:

Keep your customers up to date through a friendly email newsletter or phone call. Engage your clients
through various social media platforms. Know where they normally hang out and stay there with
them. Be honest and reliable, build trust, offer an amazing level of service and if you say you are going to
help someone solve a problem, keep your word.
Motivate your team to learn how to resolve issues effectively and quickly and exceed expectations. Focus
on how to improve your results by building a reliable customer experience.
Customer service staff must be skilled. They should have the capacity to explain the product coherently
and lucidly without any stress. Moreover, your supporting tools must be able to provide customer service
reps with detailed information to back up the knowledge they already have in their heads.
Business owners should see opportunities in every client’s complaints. Each time customers reach out,
agents have the chance to develop lasting, strong relationships with clients and enhance the business’
reputation. If you can’t solve problems immediately, update clients on every step of progress you make
until the issue is completely resolved.
Tap into the enormous benefits of social media. Social media provides an easy way for customers to
connect with your business, as well as an avenue for them to let you know immediately if something is
going well or badly.
Laiba Javed
Department manager
11Feb, 2020