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Customer Service/Huduma kwa wateja Tanzania

Discussion in 'Biashara, Uchumi na Ujasiriamali' started by Quemu, Jul 30, 2007.

  1. Quemu

    Quemu JF-Expert Member

    #1
    Jul 30, 2007
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    Hivi ni lini Watz tutambua kuwa customer service ni focal point ya maendeleo ya uchumi? Ukweli ni kwamba nchi yetu ina CS mbaya mno. I mean, at 21st century, who doesn't know that Customer Values are the most important forces in any organization?
     
  2. Shy

    Shy JF-Expert Member

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    The requirements of a customer care system are ultimately determined by consumers, and all of us are consumers in one way or another. We associate the following characteristics with good customer service:
    • The customer service representative is friendly.
    • The customer service representative knows about previous contact sessions and is able to continue a session from where it was left off.
    • The customer service representative is capable of completely servicing the call.
    • The customer service representative provides immediate change in the service for most service requests.
    • The customer service representative is experienced, and calls are completed in a timely manner.
    • The customer service representative provides accurate commitments.
    • The customer service representative provides accurate information.
    • The customer service representative does not transfer calls to others.
    • The customer service representative does not put the call on hold for long periods of time.
    Many of the above characteristics seem to be CSR–dependent and to require extensive experience. However, with a good customer care system, these characteristics manifest externally to the customer even from relatively inexperienced CSRs. The only capability that cannot be implemented in a customer care system is the first characteristic-friendly customer service representatives. As a result, an effective customer care system requires that service providers select CSRs more for their interpersonal skills than for their technical skills.

    MORE TO COME
     
  3. Quemu

    Quemu JF-Expert Member

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    Good stuff Shy....

    So how do we go about implementing the good listed CS characteristics into our nation?
     
  4. Quemu

    Quemu JF-Expert Member

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    One thing that bothers me kuhusu poor CS in Bongo ni pale unapoenda bank kufanya transaction.

    Kisa cha kweli - Nilipokuwa home mwezi wa 5, nilienda Std Chartered Bank ya pale Shoppers Plaza kuonana na personal banker. Wakati ninasaidiwa na this P.B., akaja customer mwingine, suprisingly P.B. akamu-invite yule customer aje akae kwenye kiti kinachoangaliana na mimi ili aweze kumsikiliza pia.

    So I was like, "kwa nini usimalizane na mimi kwanza? Kwa nini unataka huyu customer aje akae hapa wakati bado unanihudumia?" And she was like "kwa nini asije kukaa hapa, nina uwezo wa kuhudumia wateja wawili kwa wakati mmoja." I was like "what about my account info privacy?....and his?" She was like, "bwana we, kama unataka privacy basi uje muda ambao hakuna wateja wengi." For some reasons, I managed to control my temper...

    So I cancelled the transaction, got up and left.
     
  5. M

    Mama Lao JF-Expert Member

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    Aug 3, 2007
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    Yaaani....umegusa point.
    Banks....TANESCo...DAWASCO....Hotels....Mawizara uwiiiiiiiiiii..Si wasomi wala waswahili wote tunaushamba wa CS hapa TZ.
    Saa nyingine inakuwa kama unaota vile. And when u press for Good service wewe ndio unaonekana kituko.
     
  6. Alnadaby

    Alnadaby JF-Expert Member

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    Naam hapo umsema kweli tupu.Kwa hapa Bongo Huduma kwa mteja hungalia sura na ukubwa wa akaunti ya mtu.si benki tu bali practically kila sehemu ya huduma.kama mtu ni well known haweki foleni...na kosa si lake ..ni la yule anayehudumu.
     
  7. Quemu

    Quemu JF-Expert Member

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    Ni kweli...sehemu nyingi zinazotoa huduma hazina utaratibu mzuri wakuhudumia wateja. Kwa mfano kwenye convinience stores, mteja mwenye mikono mirefu au anayejua ku-yell ndiye atakeyuhudumiwa first regardless. Of course, kosa siku zote ni la mhudumu. Ndio maana unakuta wahudumu wengi wanachanganyikiwa na kuibiwa kirahisi.
     
  8. Shy

    Shy JF-Expert Member

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    From the service provider's point of view, the major business needs of a customer care system are as follows:
    • capability to proactively acquire new sales and customers-The customer care system should be capable of targeting new sales, as well as matching customers and products, and should offer this information to CSRs when contacting the customer.
    • capability to provide prompt service to existing customers-The customer care system should include automation to provide prompt service to customers; the system should be designed in such a way that the interaction with the customer is of a high quality (e.g., there should be minimum waiting time and no holding time); the ultimate objective is to provide the customer with the required service by the time the session ends (i.e., "Thanks for calling. You should be able to use your service now.").
    • reduce costly human errors-The customer care system should be easy to use, incorporate procedures, reduce information being typed, and verify entered information.
    • capability to acquire additional marketing information-Any contact with a customer is valuable and should be viewed as an excellent opportunity to acquire future marketing information; as part of each contact, marketing information should be captured in an easy and consistent manner by CSRs
     
  9. Idimi

    Idimi JF-Expert Member

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    Na vipi kuhusu huduma kwa wateja kwa makampuni ya simu? Mie huwa nakereka sana napoomba kuhudumiwa, halafu unakutana na wafanyakazi waliochoka na wanakuwa na majibu yenye nyodo! Specificaly I talk about Celtel.
     
  10. D

    Dotori JF-Expert Member

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    Customer Care bado ni neno geni sana TZ. The mentality is that Good service is a favour and not a right.
     
  11. M

    MzalendoHalisi JF-Expert Member

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    Shy,

    Acha Plagiarism you must quote source- be fair na kwenye posts zako nyingi hii umezoea!

    Yaani cut and paste kutoka ktk mtandao!

    You can do better Shy!
     
  12. Idimi

    Idimi JF-Expert Member

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    Mzalendo,
    Kumbe na wewe umegundua hilo siyo? Jamaa kalalamikiwa sana hapa JF kwa kutokushukuru vyanzo vya habari zake, angalia posts zake, nyingi kalalamikiwa na wamiliki wake!
    Acknowledgement ni muhimu jamani!
     
  13. Pundit

    Pundit JF-Expert Member

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  14. Mtaalam

    Mtaalam JF-Expert Member

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    okay shy arudi kuomba musamaha na kutupa source yake lakini lets not go beyond the main theme yake ya kustart this thread...its abt the damn poor customer services za Tz..bila kusahau hata mahospitalini wajimini sie wagonjwa si ndio wateja wao aka customers??as bila sie wao hawana biashara...kule ndio services zao ni mbovu waweza tamani na wewe uwe wa own hospitali yako..hasa hosp za serikali
     
  15. Idimi

    Idimi JF-Expert Member

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    Mkuu Pundit,
    Yaani jamaa kanukuu "onto" hiyo makala kama ilivyo, bila kubadili chochote, kutoka katika hiyo document uliyotuwekea hapo! Bila kusema chanzo chake! Balaa!
     
  16. Kana-Ka-Nsungu

    Kana-Ka-Nsungu JF-Expert Member

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    Bongo kuna kasumba ambayo naona ipo kila mahali - watu wanaku judge by appearance. Kasumba hii imeenea pia huko kwenye vitengo vyetu vya customer service.

    Angalia tofauti hizi:
    Ukiingia bank umepiga suti kali na una kisesula cha nguvu na mjitambi mkubwa utachangamkiwa, matabasamu mengi kama wanakujua vile na utaitwa 'mzee' hata kama account yako haina kitu.

    Hata uwe na ma milioni, ingia benki umevaa simple tu-mwendo wa kandambili na tshirt - uone jamaa wanavyokukunjia sura. Ukifika kaunta ukianza kuongea kiingereza, jamaa wana pay attention kichizi, hii pia ina work miracle kwenye call centre za simu- ukiongea kimombo utasikilizwa na kusaidiwa chapchap.

    Mwaka juzi nilirudi home na dreads, na wote mnajua watu bongo walivyo na perception mbaya juu ya marasta, kila ofisi niliyoingia nilikua treated kama 'muhuni tu' na mambo yangu yalikwama kabisa, unfortunately ilibidi nizinyoe rasta zangu ili niweze kukamilisha mipango yangu and you wont believe jinsi attitude ilivyobadilika huko maofisini!

    Lakini kwa upande mwingine tusiwalaumu ndugu zetu wanaofananya kazi kwenye hivi vitengo vya CC. Makampuni mengi hadi leo hii bongo yanaona ni upotevu wa hela kuwa train wafanyakazi wao kuhusu jambo hili, wanaona ni simple issue tu ambayo mtu anaweza kuelekezwa for 5 minutes na akachapa mzigo kama kawa!
     
  17. zomba

    zomba JF-Expert Member

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    Kilichotuharibya customer service ni udugu wa lazima tuliyo=anzishiwa na nyerere, sasa kama kila mtu ni ndugu yako, customer service itoke wapi, ikiwa wote ni ndugu nani ni mteja? Na ndio maana mpaka leo hata zile huduma ambazo ni haki yako kabisa kupewa, iwe ni ya serikali au sekta binafsi, basi unatarajiwa kuiomba hiyo huduma, na si haki yako ambayo unaweza ukai-demand.
     
  18. DMussa

    DMussa JF-Expert Member

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    Mkuu hapa kuna ukweli celtel na Tigo ni soo!! Unweza kupiga simu customer care ikaita for 30minutes bila kupokelewa na cmu yako ikaishiwa charge!!

    Ukienda ofisini unakutana na watu wenye nyodo. CS ni muhimu sana ila bado tunahitaji marekebisho makubwa!
     
  19. Quemu

    Quemu JF-Expert Member

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    Feb 28, 2008
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    Speaking of mobile phone service, hivi ni kwanini haya makampuni ya kibongo huwa yana disconnect number pindi isipotumiwa kwa muda fulani? Huwa ninakwenda nyumbani kila baada ya miezi 6. Na kila nikienda inabidi niende office za Vodacom kujaribu kuirudisha number yangu.

    Well, mara ya mwisho wamenishauri kwamba niwe namwachia mtu SIM card yangu ili awe anaitumia at least every other week. Sasa hiyo si inaleta matatizo ya privacy?

    Sasa huu si usumbufu?

    Kwani hivi ndivyo inavyokuwa kwa prepaid phone service zote duniani?
     
  20. Idimi

    Idimi JF-Expert Member

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    Feb 29, 2008
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    Pole sana mkuu,
    Hii kadhia nilishakutana nayo mie mwenyewe, Celtel wamezuia namba yangu kwa sababu sikuitumia kwa muda mrefu sana. Angalau Tigo wana adabu, ila Celtel kimeo sana, wakali mno. Niliamua kuhamia Tigo, huku mabo yanaenda.
    Sina uhakika na sababu zinazowafanya wazifungie laini hizi ambazo zinakuwa hazijatumika kwa muda mrefu!
     
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