Don't log off client complaints

With people practically living in the virtual world nowadays, the ability to shut them out of this existence and not restore them back to that state can be insensitive.

The problem is highlighted when customers are paying for the service. It is against this that a number of subscribers have called for more assistance and attentiveness from etisalat, and their customer service representatives, in the event of the internet service breaking down.

The internet today is not just a medium of communication. Rather, it is a priceless vehicle in the world of business where time lost co-relates to loss in finance and more importantly, goodwill.

Sensitivity is the key to appropriate customer service. And so while etisalat contends that their reaction times to such situations are more than adequate, the reverse holds true in the frustrated responses of its clientele. The onus is now on them to address the situation.