| dc.description.abstract | Customer service is a key component in the success of any organization. However, gaps
abound in the execution of this important service such that the organization’s progress is
frustrated. A review of relevant current research and literature underlines the respectability of
this important segment of communication. The purpose of this study was to investigate the skills
of customer service agents in corporate communication with particular emphasis on KenCall
with the aim of making relevant recommendations that can enhance the role played by customer
service in ensuring that the corporate remains profitable and competitive in the market.
The key findings of the study established that majority of the CSA’s possess the requisite
skills in customer service. However, the findings revealed that skills such as (1) competitors’
products (2) stress management and (3) communication skills received less attention and were
lacking among the agents. Lack of the above skills by the CSA’s could negatively affect the level
of customer service delivery thereby negatively affecting corporate communication at KenCall.
From the data interpretation the following recommendations were made: that since the
customer service job involves frequent stressful encounters by CSAs, there is need for frequent
training on stress management, that there is need to constantly equip the CSAs with skills in
competitor’s products and services, and that CSAs receive training in communication skills such
as message repletion, two-sided presentation of messages, order of message presentation and
skills of communicating to different audiences. | en_US |
