The Impact of Good Customer Service on Customer Experience in Telecom Sector

Abstract

Managing customer experience is critical to the success of Telecommunication businesses in today’s economic climate and competitive environment. A better understanding of the impact of good customer service on customer experience is needed, as sharing the service environment with other customers is often an inherent part of the experience. To that end, this research examines the impact of good customer service on customer experience from a psychological distance perspective. This research has been done so as to study the quality of service provided to the customers throughout all touch point and the impact on the customer experience .the research focus on the components of the customer experience and the relation with good customer service. Moreover, to be successful, communications service providers must deliver positive customer experiences with rich, value-added services supported by comprehensive service quality management. Also the effect of customer service is very important variable to the organization in customer satisfaction measurement. The study showed that the select telecom company (Sudani – A Sudatel telecom group) implement customer experience design, this design has had a good effect on customer satisfaction. The findings: In general impression (68.3%) of the customers they had a good impression about Sudani company, feel satisfied and feel secure when dealing with the company, also (49.4% of the customers feel satisfied and they had positive experience with network quality, also it turn out that (58.8%) of the customers think that the service price and offers are acceptable and give them good experience. For the services provided from contact center (64.6%) of the customers feel satisfied and think that the dealing experience with the employees is acceptable, while (66.8%) of the customers feel satisfied and has a good experience with the services provided by service center. And then (86%) of the customer will stay with Sudani company. The findingssuggest that network quality need more improvement especially in internet service, also the contact center need to increase the number of employees to get all the customers calls and the geographical distribution of service center is not meeting the customer need, so we most increase the customer service center. 6 The methodology followed in this research: Questioner (random sample) after studying and analyzing the questioner answer I have reached to the following out pot (written at the end of the research) Vindication of hypothesis, data analysis, finding and recommendations the researcher adopted the descriptive methodology to identifying data and statistical methodology in analyzing data besides using SPSS.