The study examined logistical support and the performance of customer service
staff of Horrnud Telecom Somalia. While the Hertel standard for customer care is
effective response to customer complaints within 30 hours, there seemed to be customer
service staff felt about the logistics support that were provided for their work.
The literature review, the key concept of logistics management and customer
service were defined and explained. The components of logistics support were also
defined. Customer service was defined from the prospective of internal and external
customer, the relationship support and the performance for service staff was described in
terms of facilities the capacity of the staff output as well as motivating in their
perfonnance. The research design was the case study of Mogadishu Hormud Telecom
Somalia for telecom redistribution service. Self administered questionnaire and the
review 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 tables and some was presented in fonn of charts. The study
population was the staff of Hertel and the target population was telecommunication
distribution_ staff. The study revealed the logistical support had a strong impact on the
performance of customer service staff. Problems related to logistical support had an
adverse effect on the perfotmance of customer staff in terms of both their
output/productivity and motivation. Some of the key items of logistical supports seemed
inadequate for effective customer service. Efficiency of the use of available support
seemed too high because they rarely remained ideal. Lack of logistical support reduced
staff morale and productivity and caused them to abandon work until they got a solution
from their supervisors. A number of measures were recommended and suggested to
reduce bottlenecks in logistical support and there by improve the performance of water distribution staff.
SSA, R (2021). The Impact Of Logistical Support And The Performance Of Customer Service In Hormud Telecom Somalia. Afribary.com: Retrieved June 14, 2021, from https://afribary.com/works/the-impact-of-logistical-support-and-the-performance-of-customer-service-in-hormud-telecom-somalia
Research, SSA. "The Impact Of Logistical Support And The Performance Of Customer Service In Hormud Telecom Somalia" Afribary.com. Afribary.com, 04 Jun. 2021, https://afribary.com/works/the-impact-of-logistical-support-and-the-performance-of-customer-service-in-hormud-telecom-somalia . Accessed 14 Jun. 2021.
Research, SSA. "The Impact Of Logistical Support And The Performance Of Customer Service In Hormud Telecom Somalia". Afribary.com, Afribary.com, 04 Jun. 2021. Web. 14 Jun. 2021. < https://afribary.com/works/the-impact-of-logistical-support-and-the-performance-of-customer-service-in-hormud-telecom-somalia >.
Research, SSA. "The Impact Of Logistical Support And The Performance Of Customer Service In Hormud Telecom Somalia" Afribary.com (2021). Accessed June 14, 2021. https://afribary.com/works/the-impact-of-logistical-support-and-the-performance-of-customer-service-in-hormud-telecom-somalia