CHAPTER ONE 1.0 INTRODUCTION Background of the Study Customer care is a crucial element of business success. Every time you have contact with your customers you have an opportunity to improve your reputation with them and increase the likelihood of further sales. From your telephone manner to the efficiency of your order-fulfillment systems, almost every aspect of your business affects the way your customers view your business. There are also specific programmes you can put in place to increase your level of customer care. This guide outlines what customer care involves. It explains how you can use customer contact, feedback and loyalty schemes to retain existing customers, increase your sales to them and even win new customers. It also covers how to prepare for receiving a customer complaint. Customer care involves putting systems in place to maximize your customers' satisfaction with your business. It should be a prime consideration for every business - your sales and profitability depends on keeping your customers happy. 12
Customer care is more directly important in some roles than others. For receptionists, sales staff and other employees in customer-facing roles, customer care should be a core element of their job description and training, and a core criterion when you're recruiting. But don't neglect the importance of customer care in other areas of your business. For instance, your warehousing and dispatch departments may have minimal contact with your customers - but their performance when fulfilling orders has a major impact on customers' satisfaction with your business. A huge range of factors can contribute to customer satisfaction, but your customers - both consumers and other businesses - are likely to take into account: how well your product or service matches customer needs the value for money you offeryour efficiency and reliability in fulfilling ordersthe professionalism, friendliness and expertise of your employees how well you keep your customers informedthe after-sales service you provide 1.1 STATEMENT OF PROBLEM Owing to: (i) The difficulties people face in transferring information/data. 13
(ii) Unwillingness attitude of some Caritas University staff when checking their customers’ inform (iii) Fragile nature of customers’ inf (iv) Difficulties people encountered when checking their customers information (v) Time wasted in manual informationprocessing. of (vi) Important nature of students’information in the business world. The need arise for the development of an online help desk to alleviate these problems. 1.2 PURPOSE OF STUDY The main purpose of this study is to put to an end the difficulties people encountered when checking their customers information. This is actualized by designing computerized CAMPUS ONLINE HELP DESK which is user friendly and interactive. By the time this software is designed and implemented, the difficulties encountered with manua information will be eliminated. 1.3 SIGNIFICANCE OF STUDY With the growth in information technology, the study offers numerous benefits to the Caritas University and to any organization that deals on customers’ information. 14
Manual method of checking customers’ information there again because it will be done by the computer with the help of the computerized CAMPUS ONLINE HELP DESK. Because of the easy to use nature of the CAMPUS ONLINE HELP DESK, any organization can easily buy it to make use of them. 1.4 AIMS AND OBJECTIVES The aims and objectives of this project are listed below: To develop software called CAMPUS ONLINE HELP DESK that will replace the manual method. To develop, promote, and provide adequate and efficiently CAMPUS ONLINE HELP DESK. To maintain an efficient system of collection, sorting and delivery of customers information. To demonstrate increased motivation to the Caritas University workers. To eliminate the error involved with the manual method of checking customers’ information. To save the time wasted with manua information. 15
1.5 SCOPE OF STUDY
This project work is narrowed to Caritas University. It deals with the development of CAMPUS ONLINE HELP DESK to help in the checking of customers’ information.
1.6 LIMITATION OF STUDY
Owing to the scope of this project work as stated above, this project work is limited to CAMPUS ONLINE HELP DESK.
It is important to mention here that time was a major constraint in the course of fact finding. It is also wise to mention here that some information we need to work with was not collected because of the unwillingness of the staff to review such information.
1.9 DEFINITION OF TERMS.