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Introduction Axiom telecommunications was founded in 2003 when the management team found a niche in the corporate world and set out to establish a mobile solutions provider that specifically targeted the corporate world. Axiom Telecommunications is still a budding company that is yet to operate at multinational level and presently it is located in Dubai (Axiom 2011). For the purposes of this paper, I ordered for some merchandise and kept active contact with the company until delivery was made to the customer in Kuwait City, the capital city of Kuwait. That was a shipment of 24 Sony Erickson mobile phones to a client in Kuwait City. The order was made on 23 April 2013 and it was delivered by 8 May 2013 to Kuwait, which was an impressive consignation of goods and services and it beats doing business purely online. I was impressed by the speed and efficiency by which my order was delivered. The company, as noted above, deals with electronic merchandise, and specifically those that hail from the telecommunications industry, viz. mobile phones, cable phones, projectors, computers, and fibre optics among others. In addition to all these, the company has a very neat organisational structure that is fitted with all the relevant departments including human resources, executive management, board of directors, and most importantly, it has a customer care unit. The customer care unit is in charge of handling the company’s interactions with the public and it consists of a team of up to 20 intelligent professional customer care agents. In fact, currently it is the hiring season and the company just posted several vacant positions online on its website. Get your 100% original paper on any topic done in as little as 3 hours Learn More The most important aspects of customer satisfaction entail quality, money, issue factors, accommodation and cooperation, and on–time deliveries (Morgeson et al. 2011). Axiom Telecommunications has most of these variables balanced at an optimal level to keep customers happy. The money factor comes in when there are changes to the pricing or billing of delivery. Usually, if customers are not informed beforehand, it could lead to complaints and so with Axiom, the company has a policy of absorbing financial changes that arise after the completion of the original contract with the customer. Of course, this requirement becomes relevant where there is a vitiating mistake or if the change favours the customer and requires the company to refund money. The issue of accommodation occurs when customers need the company’s indulgence, for instance to delay a delivery. Axiom tries to accommodate such customers without charging extra fees for storage or any such collateral as ma be negligible. The quality of goods from Axiom as indicated by the aforementioned consignment is above average and this aspect must be the case for the rest of its goods and services as well for the company receives only positive reviews from peer reviewed software marketing journals. Additionally, its annual growth is far from studded and this element must have something to do with the good quality of its products and services. Measures taken by the company to satisfy customers and a comprehensive Comparison of findings with literature From personal experience, the customer care unit at Axiom is a very dedicated team. There is a 24-hour toll free line by which an agent may be reached anytime from anywhere across the world, in case there is any issue that requires technical support. We will write a custom Report on Axiom Telecommunications Analysis specifically for you! Get your first paper with 15% OFF Learn More However, before lodging any complaints with the customer care team, a customer has access to various basic tasks at the company’s website. Consequently, one can easily browse through the company products and services from the site and then proceed to select what is of one’s choice. After such a selection, there are very simple steps to follow to make a purchase and at this point customers may need a customer care agent to allay any concerns regarding the safety of the company’s e-commerce options. If the online process is smooth, the customer care department shall respond by email or by call depending on the method of feedback preferred by the customer. In this follow up call, the customer care agent goes through the details of the order with emphasis on the specifications required by the customer such as wattage or capacity of memory cards. He or she also confirms the price and channels of delivery (Axiom 2011). Finally, a last call or email follows the intended delivery date to ensure that the product got to the intended recipient. From the process outlined above, it is clear that there is an integrated system of management at Axiom. This element requires cooperation and coordination among the various departments such as sales and marketing and at times even the legal department for some customers, who are dissatisfied with the products or services proffered, may at times take legal action against the company. How the company measures customer satisfaction Axiom Telecommunications uses the age-old Customer Satisfaction Ratings (CSR) method to analyse the rate of customer gratification. These ratings are obtained from a Customer Satisfaction Survey (CSS), which is carried out by administering surveys (Grigoroudis


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