ASSESMENT OF CUSTOMERS COMPLIANT HANDLING PRACTICE OF ETHIO-TELECOME IN CASE OF WOLKITE DISTRICT

Abstract

This study was conducted 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 123 customers who found in Wolkite university and by interviewing nine ethio telecom of Wolkite 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 finally the company should build artificial intelligence system that handle the customer complain and solve minor problems automatically.