Sales Force Competence Management and Customer Satisfaction of Telecommunication Firms in Port Harcourt

The purpose of this study is to examine the relationship between sales force competence management and customer satisfaction of telecommunication firms in Port Harcourt. This study adopted the descriptive survey research design. Information obtained from the Nigerian Communication Commission (NCC, 2022) reveals that there are four telecommunications’ service providers in Nigeria, and all four of them are operational in Port Harcourt. Since the population of the study consists of just four telecommunications firm, the study adopted the census sampling method in which all elements of the population constitute the sample size. We randomly administered a maximum of fifty copies of the questionnaire each to the telecoms’ outlets and service centres of the four registered and operational telecoms firms situated in Obio/Akpor and Port Harcourt City Local Government Areas making a sample size of Two Hundred staff of the registered telecoms firms. Out of which one hundred and ninety-three were retrieved and used for the analysis. The Spearman Rank Order Correlation Coefficient was adopted as the test statistics for the hypotheses. The study found a significant relationship between the dimensions of sales force competence management and the measures of customer satisfaction. The study therefore concludes that a significant relationship exists between sales force competence management and customer satisfaction. The study recommends that efforts should be made by the management of the telecoms firms to ensure that issues such as service timelines, quality (both in content of service and quality of attendance to customers) and excellence are maintained and form a core of the business ideals and reputation. Also, in order to increase the likelihood of customers buying from them again, businesses can provide additional services that enhance the customer's experience and listen to and respond to consumer comments, recommendations, criticism, and complaints about the product or services being offered and provide timely response.