Customer Care And Organisation Perfomance: A Case Study Of Chase Bank Kenya

ABSTRACT

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 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.