Question

4. Some of the companies had traditionally been know for their excellence in tangibles like Xerox in copiers, IBM in computers - who now describe themselves as primarily service companies. Do you agree? What does it take for a company to declare itself a service organization? What would it take for you to believe such claim?

Answer 1

Companies need not be in a service business particularly to be called a service company but instead, it is the service they provide with the product or after selling it that makes it a service company. These companies focus on the services they give to the customers as and when they need. They provide customers with contact helplines and experts to reach for any kind of assistance in using the product and maintenance services. Services can also include the visits and advice provided to the customers while they make a decision to buy the product. Assisting them with using the product with ease throughout the buying process.

The customers will take such companies as service companies if they fulfil all these service needs of the customers. Providing them with quality services and convincing them for brand loyalty will make them take the company as a quality service company. They will prefer brands providing such services along with the product and will make the purchasing decision based on the services they get from companies in buying and after buying the product.