Abstract:
In the contemporary time, development has come to assume theyardstick for measuring a country's level in global civilization and this development cannot be achieved unless the communication sector improves. In an effort to improve telephony in Nigerian, the Global system for mobile communication (GSM) was introduced by the federal Government in 2001 but the GSM has been bedeviled with numerous problems, which left the subscribers and the people of Nigeria complaining. Often times, the calls do not just go - its either there are no
signals, network busy, please try later or the number you just dialed is presently unavailable. Hence, some people are dropping while others are changing their mobile phone (GSM) having recovered from the spree and hysteria that greeted its commencement. Often the complaints against GSM operators simply arise because the subscriber feels he has not been "treated right". It was because subscribers feel "the company did not seem to care; they feel they were
being taken for granted. They feel tired of paying for services that fail to
perform as promised. Handling complaints is probably the most common forms of
customer care problem and there is a standard procedure for dealing with it, which the public relation unit is most adequately prepared for. Public relations has the responsibility of ensuring that the subscriber feels genuinely satisfied that he/she has purchased something of value
that is worth the money, which has been paid or being paid for it. Thus, it becomes clear that a management that hopes to steer its organization to success in an ever increasingly competitive business.
