Customer care and organization performance: a case study of chase bank Kenya

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Kampala International University, College of Economics and Management
This study was set out to establish the extent to which customer care affects organizational performance in chase bank. Specifically the study was to establish Roles of customer care in the performance of an organization in the competitive environment, ways of improving customer care service, establish the problems or weakness of customer care in chase bank. The findings of the research revealed that customer care has a number of benefits, these include enthusiastic customers tell others about their experiences customers influence other customers and enthusiastic customers may be willing to pay more, that problems faced by customers in Chase back are lack of procedure because of multiple application that provide too much flexibility that is each customer care representatives develops their own procedure, customer service department have relatively high staff turnover, as there are many applications and procedures that will be more satisfied with their work, that ways of improving customer care would be the representatives being multi skilled and able to answer customer queries and complaints with minimum of hands off, proactively educating customers with bank services so that they will be satisfied with organizational services and products show care and also gives us the opportunity to inform them of the latest offers or customer loyalty programs. Sharing of customer information between departments, all depm1ments should network to share customer service issues and inquiries, allowing each department to service customers with accuracy. The research therefore recommended that survey by mails, suggestions; recommendations and complaints from customers through mails, suggestion box or telephone should be adopted, sharing of customer information between all departments should be encouraged and lastly training programmers aimed at providing skills in Customer care should be organized on regular basis by the bank.
A research project submitted to the College of Economics and Management in partial fulfillment of the requirement for the Award of Degree of Bachelor of Business Administration of Kampala International University
Customer care, Organization performance, Chase bank Kenya