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No a days Investment in customer care is very essential for the business as customer now a days are well knowledable and smart. To satisfy smart customers is very challanging and proper efforts should be made in training the staff. Due to many restrains in business operations resourses mainly time and staff to accomodate capacity of its consumers could end up even more challenging. Few companies in west might have gained benefit from such investment but it seems companies in GCC are yet struggling to gain benefit from such investments. Many companies provides so many alternatives that customers have way many options to choose from in a normal competitive scenario. Without good customer care retaining a customer is almost near to impossible still the potential of such investment yet has to be exploited further.
I hope that I got the right understanding and response to your question.
