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
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 oppmtunity 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.
SSA, R (2021). Customer Care And Organisation Perfomance: A Case Study Of Chase Bank Kenya. Afribary.com: Retrieved June 18, 2021, from https://afribary.com/works/customer-care-and-organisation-perfomance-a-case-study-of-chase-bank-kenya
Research, SSA. "Customer Care And Organisation Perfomance: A Case Study Of Chase Bank Kenya" Afribary.com. Afribary.com, 04 Jun. 2021, https://afribary.com/works/customer-care-and-organisation-perfomance-a-case-study-of-chase-bank-kenya . Accessed 18 Jun. 2021.
Research, SSA. "Customer Care And Organisation Perfomance: A Case Study Of Chase Bank Kenya". Afribary.com, Afribary.com, 04 Jun. 2021. Web. 18 Jun. 2021. < https://afribary.com/works/customer-care-and-organisation-perfomance-a-case-study-of-chase-bank-kenya >.
Research, SSA. "Customer Care And Organisation Perfomance: A Case Study Of Chase Bank Kenya" Afribary.com (2021). Accessed June 18, 2021. https://afribary.com/works/customer-care-and-organisation-perfomance-a-case-study-of-chase-bank-kenya