Customer Service Case Study

1.1 Introduction

Smart organisations know that customer service is a crucial factor to success, which helps them maintain existing and gain new potential customers. Good customer service is important, because it helps the organisation to differentiate itself from competitors. Organisations benefit from offering quality customer service to their clients with an increase and profit. Bad customer service chases potential customers to competitors and this cause a bad image to the organisation in the public’s eye. Bad customer service can lead to tarnish the company brand.

Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over a lifetime of the product or service (Naumann,

If a customer is not satisfied, he or she will be doing business with you. Achieving quality and providing excellent service would be important if your moral objective is to satisfy the customers.

According to Richard (1993), customer satisfaction is the customer’s perception that his or her expectation have been met or surpassed. You buy something and you expect it to work properly. If it does, you are satisfied. If it does not work properly, you are dissatisfied. Now, it is up to the seller to find a way to fix the problem so that you can become satisfied. When customers are not satisfied, they take their business elsewhere.

The study will focus on customer service, exactly at Subdivision: Stores, Stock Management, Ministry of Health, and Social Service. In Finance and Logistics Directorate, Subdivision: Stores and Stock Management that has a list of registered companies in Namibia with Ministry of Finance. The companies that supply MoHSS with products and service will also assist in evaluating the customer service on query sheet.

1.2 The Background of the

General Stores belong to the Finance and Logistics directorate. General Store is a small warehouse that procures stationeries, cleaning materials, health documents for the directorates Finance and logistics. The study will examine the relationship between the General Stores and its customers. The customers of Ministry of Health and Social Services will be handed questionnaires as a data collection method. The sample size will be 40 respondents in total. This research will help the researcher understand the importance of customer service.

1.9 limitation of the study

1.9.1 Funding

The researcher is a student and the study is not funded. Lacks of finance didn’t allow the researcher to carry out other data collection methods, because they are too costly. The shortage of finance prohibited the researcher to travel where the customers are. The researcher printed limited questionnaires to accommodate the small sample size chosen.

1.9.2