The Effect Of Customer Care On Organization Perfomance Case Study: Crdb Bank Plc -Bukoba Tanazania

ABSTRACT

The study sought to establish the effect of effect of customer care on organization

performance at Commercial Banks with regard to CRDB Bank and was driven by three

objectives: Identify roles of customer care in the performance of an organization in the

competitive environment, Establish the problems or weakness of customer care in CRDB

bank and Suggest ways of improving customer care service.

To achieve these objectives the researcher sampled 30 respondents from CRDB Bank and

their clients. The study utilized qualitative research methods; two data collection

instruments were used: Structured questionnaire and Interview guides. The collected data

was presented in tabular and analyzed statistically to decipher findings.

The major finding of the study was that that among the several ways of improving

customer care there was need for the customer care representative being multi skilled and

able to answer queries and complaints with minimum of hands off. The relationship with

the customer should be proactively managed at all stages of the customers' life cycle to

make them feel valued.

The study indicated that that survey by mails, suggestions, recommendations and

complaints from customers through mails, suggestion box or telephone should be adopted

and that a constant customer service presence should be available whenever the bank is open this shows that the organization cares for its customers.

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