Impact of Customer Care On Organisation Performance in the Hotel Industry. A Case Study of Hotel African A.

CHAPTER ONE INTRODUCTION 1.1 Background of the study According to Balunywa (20 1 0), any set-vtce rendered to a customer is the one refen·ed to as customer care. Indeed so many scholars have attempted to described customer care but the gist of the whole concept of Service quality from such definition above is that any one in business must not only concentrate on the product he or she is offering, but must accompany it with great service to the targeted customers. Balunywa obset-ved that the concept of Service quality is still new and most managers are yet to embrace it. Mbonigaba (2009) wrote that there is need to make customers satisfied since they help business to earn. In most offices, Service quality starts with the front office clerks. The secretaries at the front office should be made to appreciate the importance of customer care because this is the best chance for any business to create the first impression of good set-vice to its customers. Customer care set-vices are focused on makin[ the customer comfortable, creating memorable interaction in the minds of the customers and making them feel better, satisfied than they were before the transaction and stimulate customer retention. Customer care services in an organization include; reliable se1-vices, security, parking space, front desk services, attractiveness, speed in service delivery, after sales services, customer attention and sensitivity to their needs, honesty, and good attitude towards customers. Customer care includes putting systems in place to maximize customers' satisfaction with the business. It should be a prime consideration for every business because sales and profits depend on keeping customer happy. Customer care is more directly important in some roles than others, for receptionist, sales staff and other employees in customer facing roles, customer care should be a core element of their job description and training a core criterion when you are recmiting. Omargor. C. (2009). Customer care includes putting systems in place to maximize customers' satisfaction with the business. It should be a prime consideration for every business because sales and profits depend on keeping customer happy.