CTS Courier Head of Communications, Public Relations and Events, Mike Kalumbi, says the company is committed to regularly training its employees to ensure they maintain high standards of customer service.
He said this on Sunday in Lilongwe when CTS Courier conducted a specialised customer service training for its employees as part of efforts to enhance service delivery and improve customer experience across its branches.
The training focused on equipping employees with the skills and knowledge needed to effectively serve customers, handle complaints and professionally attend to clients visiting branches to send or collect parcels.
Kalumbi said 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.
“You know, our company is growing, and we are also recruiting new employees. Therefore, these employees need to be trained on the best practices in delivering their services. We also want to ensure that whenever customers visit our branches, they are treated with respect and receive the assistance they deserve. These trainings will help our employees perform their duties effectively,” said Kalumbi.
According to Kalumbi, the company conducted similar training in Blantyre and Zomba last month, which has resulted in significant improvements in customer service. He assured customers that they should expect further improvements in customer care following these training sessions.
Meanwhile, Patience Sembeleka, a facilitator from Kustomer 1st, emphasised 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, stressing the need to keep clients informed throughout the complaint-resolution process and ensure that their concerns are addressed promptly.
The company plans to conduct the same training for its staff in Mzuzu next month.
