Customer service as a competitive strategy for enhancing performance in the Customs Services Department, Kenya Revenue Authority

Abstract

This study examined customer service delivery at Customs Services Department (CSD). The objective of the study was to determine the effectiveness of customer service as a competitive strategy for enhancing performance in Customs Services Department (CSD). The research design was a case study because the unit of analysis was one organization. The study used both primary and secondary data. Primary data was collected using an interview guide that had open-ended questions which enabled the researcher to collect qualitative data. The respondents for the study were eight (8) senior managers, two (2) customer service desk staff and ten (10) customs officers drawn from various divisions of Customs Services Department and twenty (20) clearing agents drawn from various clearing and forwarding companies. Secondary data was obtained from review of Kenya Revenue Authority documented publications such as corporate plans, Tax payer charter internal memos among others. The study found that the main tasks of customer service in Customs Services Department involve processing of declarations, release of cargo resolving public complaints and provision of focused taxpayer education. Further, findings indicate that service delivery in the department has not been satisfactory because of poor working conditions and unfriendly customer attitudes. The department has over the years performed fairly as compared to the other departments in Kenya Revenue Authority. Lastly, the study found out that customer service in the department can be improved through improvement in the work environment in addition to staff motivation through training, promotions, rewards and recognition. This will enhance faster clearance of cargo and cost savings leading to increased revenue collection and minimizes corruption thus enhancing a positive image of the department.