IntroductionThe way people communicate with each other has changed in recent years. The telecommunications industry has become very important to the business since technology has largely made its way (Chong et al., 2007). I think the technology of the year has made huge progress and made it easier for people to develop their lifestyle. More and more people want to stay in touch with their family, loved ones and also with their business. As television and radio have developed, the telephone has also come into its own and welcomes the connection to the mobile phone. However, the need for a landline telephone connection for some homes and businesses cannot be ignored. It is important to know and preserve the needs and wants of customers because by knowing what customers want, efforts can be made to satisfy them more and more. On the other hand, changes may take place within the company. For example, in 1999, Benetton (the Italian clothing department store) proposed a new diversification plan for its store (Bridges, 1991). In the first chapter of his book Managing Transitions, Making the Most of Change, Bridges (1991) states that unlike (physical) transition, change is situational. When we talk about change, people are more concerned about the results of that change than about the transition process itself (Bridges, 1991, chap. 1). According to the head of fixed services and market, Mr. Hernandez (personal communication, March 15, 2010): “Based on agreements with the Bureau of Telecommunications and Posts and the Minister of Traffic and Transport, United Telecommunication Services (UTS) has introduced since December 1, 2009 a monthly fee for the telephone subscription in the amount of 25 ANG. by telephone line (Basic ...... middle of paper ......stry. Info Vol. 4(6), 50-60.Webster, C., & Sundaram, DS, (2009). Effect of service provider communication style on customer satisfaction in professional services: the moderating role of criticality and nature of service. Journal of Services Marketing Vol. . (2008). 10(5/6),107-120.BooksBridges, W., (1991). Managing Transitions, Making the Most of Change. 2003). America: John Wiley & Sons, IncWebsites: www.uts.anAnnex.