CUSTOMER CARE AND ITS CHALLENGES IN A PRIVATE UNIVERSITY

Customers are the life-blood of businesses. It is proven that caring for them tends to contribute to the sustenance of a university. It is expected that the study will contribute to the expanding knowledge base of customer care. This study solicited information from private universities. This group was selected because researchers would like to know students’ perception on their services. Private universities charge fees for their services. Considering the financial aspect involved, there is the likelihood for clients to have high expectations for what is offered. Next, the ultimate issue underlying the study is quality service delivery. It is anticipated that the study may identify ways for stakeholders in a private university to see the relevance of customer care. The researchers interacted with private university students’ via survey to know if they are cared for. The outcome of the study indicated that customers assess care received from a university based on the importance they place on the services rendered. They described customer care as: (1) attending to the needs of customers to make them feel loved and welcomed; (2) keeping a friendly and caring atmosphere at all times; (3) paying attention to a customer and doing your best to solve his problem. However, to meet such targets, there are challenges. The study recommended staff training, customer care awareness and open communication.