Service mishaps highlight disconnect with users

An increasing number of Chinese enterprises have become aware that good post-sales service is the key for sustainable business growth. But, this is not a task that some service firms do well.

Take, for example, my landline telephone operator.

On the evening of June 7, the phone was suddenly offline with no signal. I dialed the service hotline of the company right away and was told by the hotline attendant that a technician from her company would contact me within eight hours. I was happily telling my wife, "Look! Eight hours is not a long time for such a big company to handle a customer's problem".