Although it is informal to start a post in this way, I received a phone call from Fido two days ago when I was about to eat my lunch. I was a bit annoyed first, but the female who talked to me was actually very patient. She went through some useful information and asked for my opinions. After getting to know more about my phone and plan, she tried to sell me corresponding service and estimated my willingness.

In terms of customer service, companies should provide service with customer “before, during and after a purchase”. The phone call leads me to think of it. Companies should try to train their staff to be enthusiastic, patient and more importantly, listen to consumers. Do not wait until customers turn to you for help but let them know what kinds of service you have first. Companies may lose customers if they cannot reply immediately because customers can turn to other companies (in the frame of reference). Such phone calls that Fido is making are beneficial for not only itself but also customers regardless of a bit long conversations. Fido is trying to keep their customers through building the relationship with them, although it is only one aspect of customer relationship. Needless to say, customers will have different responds and compare a specific company with others. In this case, Fido should really stress its points of difference to distinguish itself from other brands or companies, especially Rogers.

Work cited；

“customer service.”Wikipedia. Web. 7 Oct. 2013

http://en.wikipedia.org/wiki/Customer_service

Related readings:

http://forums.fido.ca/t5/forums/forumtopicpage/board-id/NonTechnical/thread-id/1617