Ever since I worked with customer service, I realized the importance of customer service to a company. An outsource call centre is not a good idea unless the company is professional enough to segment its employees solely for each particular product and services. This is because these call centres offer services to many other companies at the same time. Unless the outsource call centres have many employees, otherwise one employee will have to handle many companies at the same time. Poor service is another problem when that particular company failed to employ the right person for the job.
Generally, companies in Malaysia do not believe the importance of customer service to their company. One bad experience is always what it takes to turn a customer away. Undoubt, it is difficult for the headquarters to monitor the daily operations in the outlets. However, if proper and sufficient trainings and guidelines are provided at the right time, this problem can be reduced.
Walking into places/outlets with bad service really pissed us(the Marketing students) off. The occupational disease even before the graduation may be bad for the undergraduates but we could not control it. To make lectures in class into practice is good, right? Hopefully, these occupational disease will help to improve the future of marketing in Malaysia. Go for it guys.
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