The study set to investigate customer care in the Mafikeng Post Office. This was
achieved through the following.
Highlighting any inadequacy of customer care process at Mafikeng Post Office,
determining if the current customer care tools utilised are optimal 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 findings 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
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. / (MBA) North-West University, Mafikeng Campus, 2006
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:nwu/oai:dspace.nwu.ac.za:10394/11202 |
| Date | January 2006 |
| Creators | Mosala, Maria Matshidiso |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis |
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