CUSTOMERS’ COMPLAINT HANDLING PRACTICES OF ETHIO TELECOM: THE CASE OF TWO ZONES AND A SERVICE CENTER

Abstract

Complaint handling embodies an important opportunity for firms to rebuild and improve their relationships with their customers when things gone wrong. Nowadays, it is very common to hear ethio telecom customers are complaining about the services they are getting from ethio telecom. The purpose of this study is to assess how ethio telecom is handling customers’ compliant and to see how are the reactions of customers about the complaint handling practices of ethio telecom by collecting data through questionnaire from 120 customers of two zones of Addis Ababa and one corporate service center and by interviewing eight ethio telecom employees who are working directly with customers. The findings indicated that ethio telecom was not responding timely for their compliant, and the accessibility of call center is still not good. The result further indicated that quality of network is the most prevailing problem, and there are problems in relation to the process of compliant handling by ethio telecom. Customers also felt that the company does not communicate very well about its complaints handling procedure as most of them knew it through their acquaintances. Thus, the company should communicate customers how they can file their complaints, improve the accessibility of call center, train employees on complaint handling and the company should also give timely response for customers’ complaints.