An assessment of customer service at MTN (U) Limited

Abstract

The study aimed at assessing the level of customer service at MTN Uganda. The study objectives included: to identify customer service activities used by MTN Uganda, to establish the effectiveness of customer service activities at MTN Uganda and to design customer service strategies that can be used to enhance service delivery at MTN Uganda. The study used a cross-sectional survey research design adopting both quantitative and qualitative approaches. The researcher used a sample of 197 respondents. Both simple random sampling and purposive sampling were used. Methods of data collections were questionnaires and interviews guides. The findings showed that that MTN performs a wide range of customer service activities and these include; training staff in customer care, conducting periodic tests, giving feedback to its customers, well remuneration of staff, focusing wholly on the customers, delivering services beyond the expectations of the customers, keeping promises made to customers, making customer care providers to appreciate the importance of customer services and above all providing superior customer satisfaction. The findings also show that customer care services provided by MTN Uganda are effective in that it has improved the reputation of the company, generated the company income and revenue, led to easier growth of the Company and reduced customer defection. Findings from the study also show that customer service strategies that can be used to enhance service delivery at MTN Uganda include explaining problems and solving them amicably with customers, taking staff disciplinary actions, apologising to customers in case of any mistake and also making taking the necessary corrective measures. The study concludes that customer service activities performed by MTN Uganda such as training staff in customer care, conducting periodic tests, giving feedback to its customers are very effective as evidenced by their ability to reduce customer defection. It is thus recommended that MTN should put more emphasis on enhancing their customer services so as to retain customers.