project work
CHAPTER ONE
1.0 BACKGROUND OF THE STUDY
Customer service is an element in the combination of the competitive means which includes service factors before, during and after purchasing.
In today’s business environment, no business can be able to succeed and achieve its aims and objectives without giving much attention to quality customer service. This is because the customer is the lifeblood of every business.
Customer service is even more important in companies that offer services due to the fact that their services have some unique characteristics that make them different from product and in this regard helps them in retaining customers.
Customer retention is the activity that a selling organization undertakes in other to reduce customer defections by persuading them to make re-purchase. Successful customer retention starts with the first contact on organization has with a customer and continuous throughout the entire lifetime of a relationship.
A category of such businesses that will depend much solely on customer service in retaining customers is the courier business.
Courier industry is where a group of organisations tend to deliver goods from one place to another by using various means of transport like road i.e. car and truck delivery system, by sea thus shipping, by air thus through planes and helicopters and by rails using trains and trams. Since the industry is filled with different organisations trying to reach their target audience, it is of the essence that high quality customer service could lead to long lasting relationship which will lead to retaining of the customers.
Courier servicers are distinguished from ordinary mail services by features such as speed, security, tracking, signature, specialization and individualization of express services and swift delivery times.
Customers today are often treated like nuisance, instead of the reason that company is in business at all. Products and services continue to increase cost, customer
1.0 BACKGROUND OF THE STUDY
Customer service is an element in the combination of the competitive means which includes service factors before, during and after purchasing.
In today’s business environment, no business can be able to succeed and achieve its aims and objectives without giving much attention to quality customer service. This is because the customer is the lifeblood of every business.
Customer service is even more important in companies that offer services due to the fact that their services have some unique characteristics that make them different from product and in this regard helps them in retaining customers.
Customer retention is the activity that a selling organization undertakes in other to reduce customer defections by persuading them to make re-purchase. Successful customer retention starts with the first contact on organization has with a customer and continuous throughout the entire lifetime of a relationship.
A category of such businesses that will depend much solely on customer service in retaining customers is the courier business.
Courier industry is where a group of organisations tend to deliver goods from one place to another by using various means of transport like road i.e. car and truck delivery system, by sea thus shipping, by air thus through planes and helicopters and by rails using trains and trams. Since the industry is filled with different organisations trying to reach their target audience, it is of the essence that high quality customer service could lead to long lasting relationship which will lead to retaining of the customers.
Courier servicers are distinguished from ordinary mail services by features such as speed, security, tracking, signature, specialization and individualization of express services and swift delivery times.
Customers today are often treated like nuisance, instead of the reason that company is in business at all. Products and services continue to increase cost, customer