CTS Courier has introduced a regular staff training program aimed at improving service delivery and customer experience across its branches in Malawi. The company's Head of Communications, Public Relations and Events, Mike Kalumbi, says the training is part of efforts to ensure employees maintain high standards of customer service. The training program kicked off in Lilongwe on Sunday, with employees being equipped with skills and knowledge to effectively serve customers.
The training focused on equipping employees with skills to handle complaints and professionally attend to clients visiting branches to send or collect parcels. According to Kalumbi, the company plans to conduct the training every four months to ensure that both existing and newly recruited employees are adequately equipped to perform their duties. This move comes as the company continues to grow and recruit new employees.
Kalumbi emphasized that the training is crucial in ensuring that customers are treated with respect and receive the assistance they deserve when visiting branches. The company conducted similar training in Blantyre and Zomba last month, resulting in significant improvements in customer service. Customers can expect further improvements in customer care following these training sessions.
Patience Sembeleka, a facilitator from Kustomer 1st, highlighted the importance of customer service training for businesses that directly interact with customers. Sembeleka urged CTS Courier employees to maintain effective communication with customers, particularly when handling complaints. She stressed the need to keep clients informed throughout the complaint-resolution process and ensure that their concerns are addressed promptly.
The training program is set to continue, with CTS Courier planning to conduct the same training for its staff in Mzuzu next month. According to Kalumbi, the company is committed to regularly training its employees to ensure they maintain high standards of customer service. This move is expected to enhance service delivery and improve customer experience across the company's branches.
The company's efforts to improve customer service come as it continues to grow and expand its operations. With a growing customer base, CTS Courier recognizes the need to ensure that its employees are equipped to provide high-quality service. The regular training program is a step in the right direction, aimed at maintaining high standards of customer service.
By investing in employee training, CTS Courier aims to improve customer satisfaction and loyalty. The company's commitment to regular training demonstrates its dedication to providing high-quality service and enhancing customer experience. With a focus on effective communication and complaint resolution, CTS Courier is poised to improve its service delivery and maintain a competitive edge in the market.
Key points
- CTS Courier plans to conduct staff training every four months to ensure employees maintain high standards of customer service.
