Analysis of the of customer service provided at the Mafikeng Post Office

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ABSTRACT

The study set to investigate cuStomer care in the Maflkeng Post Office. This was

achieved through the following.

Highlighting any inadequacy of customer care process at Maflkeng Post Office,

determining if

the

current customer care tools utilised are optiomal or not, determining

the extent at which such tools are utilised and determining where accountability lies for

customer care within the organisation.

The measuring instruments utilised was a questionnaire because of the descriptive nature

of the study. The questionnaire was in a structured format. I 00 respondents participated

in filling in the questionnaires. The fmdlngs indicated that most respondents are not

satisfied with the service provided with only a few who are happy about certain elements

of the questionnaire. The methodology adapted in this case was that of survey where a

questionnaire

was

administered. The chapter which? further gave the statement of the

problem and the objective of the study.

In chapter two, the nature and scope of customer service was outlined from the literature

consulted. The chapter defined terms like service, customer service and customer. The

chapter also focused on the important things that customers loves and loathe, approaches

to handling a customer especially an unhappy customer. The literature indicates that

there is a need for good customer service. Customer service also requires that all the key

players should get involved in.

Chapter

three

presented research problems and posing some research questions. The

questionnaire was the key instrument in the collection of data for the study.

Chapter four presented the research design which incorporates the sampling design. The

researchers recommends that staff need to

be

trained on the following: how to be friendly

to customers and greet them with a smile. Greet them by name if possible as it will

impress the customer to notice that staff members know them. To

be

polite and pleasant

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when talking

to

clients. To be trained on product knowledge as it improves competency

and

confidence of client in a person

.

Adequate training of staff is important as it ensures provision of quality service to the

clients, thus reducing complaints

.

Even though the results of the study were not

satisfactory, it is important for the management of the organisation to concentrate on

those unhappy clients

.

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