Customer Service and Customer Retention
Rohit Mohan1, Rai R. S2, Dwarika Prasad Uniyal Teena Bagga3
1Rohit Mohan, Amity University, Noida (Uttar Pradesh), India.
2Rai R. S, Uniyal Research, Planning & Statistical Services, Amity University, Teena Bagga, IIM Kashipur Noida (Uttar Pradesh), India.
3Dwarika Prasad, Uniyal Research, Planning & Statistical Services, Amity University, Teena Bagga, IIM Kashipur Noida (Uttar Pradesh), India.
Manuscript received on 10 May 2019 | Revised Manuscript received on 19 May 2019 | Manuscript Published on 23 May 2019 | PP: 1501-1505 | Volume-7 Issue-6S5 April 2019 | Retrieval Number: F12670476S519/2019©BEIESP
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Telecom Industry in India is undergoing through tough times. Telecom companies (Telcos) had been reeling under low margins for a few years already[20]. Just when there were a signs of revival, a new player entered into the market with free services. This has made customer retention a top priority item for existing operators. Most of the customer retention happens at the company operated stores where customers calk in for disconnection or to port out their post-paid mobile numbers. The paper develops a three-dimensional customer orientation framework constituting store ambience, social skills, and technical skills[8]. This paper aims to provide customer service and retention insights by exploring reasons of customer churn as well as retention.
Keywords: Employees, Customer Satisfaction, Customer Retention, Customer Orientation, Service Industries.
Scope of the Article: Service Discovery and Composition