An Assessment Of Factors Affecting Quality Customer Care Services In Telkom Kenya.

ABSTRACT Quality customer care services is a significant basis which customers use for differentiating between competing services of different company offering same product and services second only to market share hence the purpose of the study was to examine factors affecting quality customer care service in Telkom industry in Kenya a case study of Telkom Kenya specific objectives were to determine how staff training accessible customer care centres organisation customer care policies and guideline agility supply chain of products and service affect quality customer care services in Telkom Kenya. The problem statement were Telkom Kenya has lost most of its customers to its competitors mainly due to poor customer service skills policies and provision by the organisation poor agility supply chain management of its core products and services and lack of strategic business customer care location on a decentralized business system for easy accessibility by its customers.