MZUMBE UNIVERSITY MBEYA

CAMPUS COLLEGE

FACULTY OF PUBLIC ADMINSTRATION AND MANAGEMENT

STUDENT NAME ALPHONCE S NZUNDA

REG NUMBER 31302570/T.18

SUBJECT NAME CUSTOMER SERVCE MANAGEMENT

SUBJECT CODE BUS 210

NATURE OF TASK INDIVIDUAL ASSIGNMENT

LECTURER NAME SIR. USWEGE

COURSE BHRM TWO

SUBMISSION DATE 21ST JUNE 2020

QUESTION

With your own experience in customer service management and an external customer of
Mzumbe University, explain strategies that the university should formulate and implement for
successful customer service management.
 Customer service is the act of taking care of the customer's needs by providing and
delivering professional, helpful, high quality service and assistance before, during, and after the
customer's requirements are met.

Through effective Motivation the customer service team. For most businesses, the
customer service teams are the frontline in establishing brand loyalty. The level of customer
service they deliver has a direct impact on the overall experience you customers will have, which
oftentimes determines whether your customer will keep coming back or forget your brand
forever. Therefore, it’s important to keep customer service teams motivated so they can
consistently deliver positive experiences to your customers. This can be done by great payment
of salaries and bonus, offer conduce working environment.

Through provision of Training and development programs to Your Team. Training

refers to the teaching and learning activities carried on for the primary purpose of helping
members of an organization acquire and apply the knowledge, skills, abilities, and attitudes
needed by a particular job and organization. The best way to make sure that your team is all
ready for their roles is to give them the training they deserve. The training they receive should
help them with an experience for of excellent serving of your customers. Give them timely
feedback and ask them if they are facing any difficulties at work. Also organize training sessions
for the new hires on your team that promote their professional skills.

Through handling customer complaints by acknowledging the mistake and fix it

with possible way. Complaint is a dissatisfaction made by a customer for not being satisfied
with the services, facilities or product of a service provider. It is an expression made to an
organization, related to its products, where a response or resolution is explicitly. Sources of
customer’s complaints are incomplete information, Network coverage issues, long pending
request, Service executives incapable to understand and explain. On most issues like this
organization Customer complaints are inevitable, no matter how streamlined your business. They
must always be acknowledged and dealt with effectively. By ignoring or dismissing complaints,
you are effectively telling the customer that you don’t value their opinions. Many business
owners see complaint management as a time-consuming and frustrating process. However, by
developing an efficient system, complaints can be resolved quickly and easily. Hence by this it
can be one of the strategies that the university should formulate and implement for successful
customer service management.

Clear supervision and tracking team performance. Many organization fail to have a
successful customer service management because there is no strong supervision of the service
team. As the suggestion the organization has to set the performance standard that will be guiding
every employee in offering service, this standard will help to issue there is good customer service
and has to be evaluated under particular period of time. Also tracking your team can be an
effective tool in ensuring that there is successful management of customer service because it will
help to notify if there is any error or under performance and it will help to find out which way to
solve such under performance. Example in this generation of digital tool and electronic tools in
any organization many customer service providers has been engaging in keeping customer long
waiting just because they are on phone or on the computer doing their staffs instead of serving
customers so tracking their performance it will enable the customer service supervisor to be
aware of such error and talk collective measure.

Give your customers a way to provide feedback. Customer feedback is information

provided by customers about their experience with a product or service. Its purpose is to reveal
their level of satisfaction and help product, customer success, and marketing teams understand
where there is room for improvement. Companies can collect customer feedback proactively by
polling and surveying customers, interviewing them, or by asking for reviews. Feedback can also
be passively collected by providing users a place in the product where they can provide
comments, complaints, or compliments. Without customer feedback, a company will never know
if customers are getting value out of their product. Without knowing if they’re getting value, the
product and go-to-market teams won’t know if they’re nurturing loyal customers. So through this
feedback customer service provider may be able to be aware of what mistake as done and has to
be done so that acknowledgement should be done or quick resolution toward the misconduct
happens can be done hence is one among to the strategy that mzumbe university could use to
successful customer service management.