ABSTRACT
Companies sometimes think that they are doing well , only to
discover later on that customers were dissatisfied and have not
returned. It is better to encourage them to complain even about the
petty things, than to wait until things become really bad.
Not often the complaints simply arise because the customer
does not feel he has been “treated right”.
It may be astonishing to note that: the reason why large
percentage of customers change suppliers may have less or nothing
to do with the quality of the product or service. It was because
customers feel “the company did not seem to care and did not
communicate with them. They feel they were being taken for
granted”. The first thing the customer who complains is looking for
is a sympathetic ear.
Handling complaints is probably the most common form of
customer care and there is a standard procedure for dealing with it.
May customers see the way an organization handles the complaint
as the test of commitment to the things being practiced and
preached about customer care.
The major objective of this work is to establish the relevance of
customer complaints and how service companies have fared or failed
in handling customers’ complaints.
In order to achieve the above aims, MTN Nigeria was used as a case
study. Research questionnaire was designed and administered to?
Hypotheses tested were on the significance of:
· The level of attention accorded customers complaints by
service-oriented companies.
· The benefits accruable from proper customer complaint
handling and good customer relations.
The findings of the study revealed that there are significant
differences in the operation, benefits and perception of customer
complaints handling by service oriented companies in Nigeria when
compared with non-service companies.
