Increasing efficiency customer service management of TOT Public Company Limited

Last modified: September 7, 2018
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Project Title  :  Increasing efficiency customer service management of TOT Public Company Limited
By                   :  Miss Kanokwan Kamlunglum, Miss Maneewani Pornthongkam, Dr.Somporn  Panyindee
Advisor          :  Dr.Somporn  Panyindee
Degree           :  Bachelor of  Business Administration
Major             :  General Management
Faculty          :  Business Administration
Semester / Academic year   :  3 /2016


Abstract

Cooperative Study is entitled Increasing efficiency customer service management. The objectives of this study are 1) Queuing for telephone contract cancellation become more convenience. 2) Telephone contract cancellation operating become faster. The problem was found at customer services department. There were no queue card for customers at rental cancellation counter so that jumping the queue problem and customer dissatisfaction had occurred.
We apply Kaizen principle and ECRS method by making queue card at rental cancellation counter and rental cancellation application form for customers to fill in. It is concludwd that customer servicing has become faster and queue waiting time is reduced.

 

Keywords:  Customer service management, Kaizen, TOT Public Company Limited.


Increasing efficiency customer service management of TOT Public Company Limited

Faculty of Business Administration, Siam University, Thailand

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