EFFECTIVENESS OF INNOVATION CUSTOMER SERVICE AS AN AID TO INCREASING CUSTOMER SATISFACTION IN TELECOMMUNICATION INDUSTRY

EFFECTIVENESS OF INNOVATION CUSTOMER SERVICE AS AN AID TO INCREASING CUSTOMER SATISFACTION IN TELECOMMUNICATION INDUSTRY

ABSTRACT

The main thrust of this study is to evaluate effectiveness of innovative customers service as aid to increasing customer satisfaction in telecommunications industry. Specific objectives are:To dramatically improve customer satisfaction in telecommunication industries, To identify the loop holes associated with customer service as an aid to effective customer satisfaction.Data for this study was collected by means of structured questionnaires (primary data). Secondary data were collected from text books, journals and the internet. Various analytical tools and soft wares such as pie charts, tables, and Statistical Package for Social Science (SPSS) were used in analyzing data for this study.Data collected will be analyzed using frequencies and percentages.

Findings from the study revealed that majority of the respondents are of the opinion that innovative customer service is an effective tool for customer satisfaction in the telecomm industry and that customer service is needed for customer retention in any organisation. This study will be of immense benefit to other researchers who intend to know more on this topic and can also be used by non-researchers to build more on the effectiveness of innovative customer service as aid to increasing customers satisfaction in telecommunications in industry.