Customer Care Services: A tool for Competitive Advantage and Customer Satisfaction in Mobile Telecommunication Services

Mobile telecommunication companies are continuously competing for customers. The players in today's environment are required to design and deploy customer-centric strategies to sustain in the market in the long-run i.e. there is an increasing need to build loyal customers through effective customer's service activities. Loyal customers, from cost perspective tend to stay longer with the preferred providers, buy more and generate favourable word of mouth effect that may further benefit the service provider but considering the competitive battle in the Mobile telecommunications industry, there is a risk that customers may leave their service provider irrespective of retention efforts.