Following the article in the Standard Newspaper dated 8/07/1998 on "Customer Care Improvement by Robert L Fousler (MD) Consultant s for Effective Training, I am in total agreement with him concerning the points that he has put forth concerning Customer Care within business organizations.
Customer Care is an important point in management and should be carried out by any manager within any business organization irrespective of what departments he is directly of indirectly in charge of. It is important to note that a business or organization cannot effectively attract customers /clients if it cannot deal with its internal clients. In any business/organization, internal clients are the employees within the organization.
Mr. Fousler mentions that in Kenya, many industries in the market and developing from a "