Effectiveness Of Innovative Customers Service As Aid To Increasing Customer Satisfaction In Telecommunications Industry

CHAPTER ONE INTRODUCTION 1.1   Background of the Study Before now, the self-service and automated customer service has allowed companies to reduce costs while handling the ever-increasing transactions effectively.However, the advent of innovation and the changing profile of customers who are becoming increasingly mobile and no longer reliant on a single communication device. This means that, reactive customer service model is beginning to look out dated and less effective to modern customers’ needs. Telecommunication companies are realizing that customer interaction service must be replaced b…