By Onunkwo, Winifred N.
This research work centered on “An Appraisal of the Implementation of customer care services in Government owned Broadcasting station”. The neglect of the implementation of customer care service is one of the greatest mistakes which an organization could make - be it a production, manufacturing or service – oriented organization on her day-to-day business activities. This is because recent studies have revealed that organizations which have shown minimum concern for implementation of customer care services had only succeeded in antagonizing customers and equally destroying their organization’s competitive position. For organizations. In the broadcast industry such as the Nigerian Television Authority (NTA) and the Federal Radio Corporation of Nigeria (FRCN), the only thing that can make them gain competitive edge over their contemporaries is to have maker concern to the concept and implementation of customer care service.
In carrying out this study, the researcher used both primary and secondary data maximally. Questionnaire were administered to selected respondents to elicit information on the subject matter. Data collected on the course of the study were presented and analyzed with the use of tables, simple percentage and pie-charts. The hypothesis formulated for the study were tested by the use of chi-square (X2) statistical tool. Several findings were made in the study. Prominent among them was that the implementation of customer care service in the programmes and programming of government owned media under study contributed to their sustainability and expansion.
The researcher made some recommendations. Prominent among should be established. This services according to the findings which is currently incorporated within the marketing department of these organizations under study. (i. e NTA and FRCN) should be completely detached and allowed to operate independently. Obviously, this will record more successes in the organization.