Customer Service Practices Of Toyota Ghana Limited

Abstract

Customer service has been a tool that increases profitability and growth of businesses because of its ability to keep the repurchasing by customers. The performance of customer service depend on how effectively it is used by providers and how innovative they are in engaging customers. The study focuses on how effective customer service is on customer satisfaction and the challenges that comes with it. The study was required to know how these practices set up by management increases the growth of organizations. The study was done at the Kpone branch of Toyota Ghana Company Limited. 91 people responded representing 91%. A convenience and purposive were adopted in selecting the firm and questionnaire were used to collect data. The Structural Package for the Social Sciences was used to analyze data collected. Some service practices such as staff interaction and service quality affected customer satisfaction positively whiles office location and turn out affected customer satisfaction negatively. The study recommended that there should be an increase in the staff strength in the workshop, improve on the internet connectivity and provision of meals to peculiar customer situations