THE EFFECTS OF LOGISTICS SUPPORT ON THE PERFORMANCE OF CUSTOMER SERVICE STAFF: (CASE STUDY: UMEME UGANDA)

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ABSTRACT The purpose of this study was to examine the effects of logistics support on the performance of customer service staff While Umeme standard for customer care was prompt and efficient response to customer complaints, there seemed to be difficulty in meeting this standard due to constraints in logistics support. The study focused particularly on what customer service staff felt about the logistics support that was provided for their work Through literature review the key concepts oflogistics development and customer service were defined and explained. Customer service was described from the perspective of internal and external customers. The relationship between logistics support and performance of customer service staff was described in terms of facilitating the capacity of the staff output/productivity as well as motivating them in their perfonnance. The research design was a case study of Umeme electricity distribution service. Self administered questionnaires and review of written documents were the data collection methods used in the study. Both qualitative and quantitative data was collected and analyzed. Most of the data was presented in form of table and some were presented in form of charts. The study population was the staff of Umeme limited and the target population was the electricity distribution staff The study revealed that the logistics support had a strong impact on the performance of customer service staff. Bottlenecks in logistics support had an adverse effect on the performance of customer service staff in terms of both their output/productivity and their motivation. Some components oflogistics support were inadequate for effective customer service. Efficiency of the use of available logistics support seemed to be high because they rarely or never remain idle. Lack of logistic support reduces staff output/productivity, increases anxiety/stress among staff and causes them to abandon work and wait for solution from their superiors.

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APA

Research, S. (2022). THE EFFECTS OF LOGISTICS SUPPORT ON THE PERFORMANCE OF CUSTOMER SERVICE STAFF: (CASE STUDY: UMEME UGANDA). Afribary. Retrieved from https://afribary.com/works/the-effects-of-logistics-support-on-the-performance-of-customer-service-staff-case-study-umeme-uganda

MLA 8th

Research, SSA "THE EFFECTS OF LOGISTICS SUPPORT ON THE PERFORMANCE OF CUSTOMER SERVICE STAFF: (CASE STUDY: UMEME UGANDA)" Afribary. Afribary, 16 Aug. 2022, https://afribary.com/works/the-effects-of-logistics-support-on-the-performance-of-customer-service-staff-case-study-umeme-uganda. Accessed 01 Oct. 2022.

MLA7

Research, SSA . "THE EFFECTS OF LOGISTICS SUPPORT ON THE PERFORMANCE OF CUSTOMER SERVICE STAFF: (CASE STUDY: UMEME UGANDA)". Afribary, Afribary, 16 Aug. 2022. Web. 01 Oct. 2022. < https://afribary.com/works/the-effects-of-logistics-support-on-the-performance-of-customer-service-staff-case-study-umeme-uganda >.

Chicago

Research, SSA . "THE EFFECTS OF LOGISTICS SUPPORT ON THE PERFORMANCE OF CUSTOMER SERVICE STAFF: (CASE STUDY: UMEME UGANDA)" Afribary (2022). Accessed October 01, 2022. https://afribary.com/works/the-effects-of-logistics-support-on-the-performance-of-customer-service-staff-case-study-umeme-uganda