Hiring of customer care officer for centralized feedback monitoring at ANR Multi-Purpose Cooperative

• Main Author: Alo, Irma I.
• Format: text
• Language: English
• Published: Animo Repository 2015
• Subjects: Customer services
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/5029
• Institution: De La Salle University

Strong competition and commoditization of services in the manpower industry have changed the landscape of customer responsiveness. The new breed of customers is now demanding excellent and fast service, especially through customer responsiveness. Today many companies continuously strive to achieve competitiveness through differentiation of its service by having an established service level agreement (SLA) with its customers. Alternative Network Resources (ANR) Unlimited is a large, multipurpose cooperative engaged in service contracting, management services and manpower services. It currently maintains a service level agreement with its deployed cooperative members to ensure that their work-related concerns are adequately met. This action research focused on hiring a Customer Care Officer for centralized feedback monitoring at ANR Head Office. This intervention improved the turnaround or response time in handling customer complaints. The conceptual framework used the dispute resolution model that was previously applied in establishing customer responsiveness in a customer-oriented industry. Kurt Lewin's Force Field Analysis was relevant in helping to explain why change is necessary and how the proposed changes can be implemented. Also, Mc Kinsey's 7-S Framework served as a tool to evaluate ANR's capacity and readiness to implement its desired intervention to ensure its positive impact to the organization and its stakeholders.