Improve customer service in SMEs

IT is one thing to support our local small medium enterprises (SMEs) but when you expect quality and professionalism from them, you find that there is a huge gap in customer service.
This is why I think so: they do not answer their phones or respond to queries via email or SMS in a timely manner, they take forever to send quotations or details about the services and products, and they say something in their terms and conditions but yet they do the total opposite.
It is frustrating when you follow up on matters and they take forever to reply or return your call, yet they will be quick to follow up on their payments.
We expect good customer service.

Disgruntled Customer