A PROJECT WORK SUBMITTED TO THE CHRISTIAN SERSVICE UNIVRSITY COLLEGE IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF A BACHELOR OF ARTS DEGREE I COMMUNICATION STUDIES.

Abstract

Some works have been done on the practice of customer relations in organizations but much has not been written about the scenery of customer relations in the pharmaceutical organizations. This research sought to therefore assess the contributions of customer relations in achieving organizational goals at Ernest Chemist. The study sought the views of some employees of Ernest Chemist and some customers of the organization.

The objectives of the study were to ascertain the organizational goals of Ernest Chemist, to determine the customer relations practice implemented at Ernest Chemist and to examine the how customer relations can be strengthened at Ernest Chemist. The customer service theory was used in the study.

The study found out that customer relation is salient to the achievement of organizational goals. It was also revealed from the study that, the customer relations practitioner at Ernest Chemist is not involved in the decision making of the organization. The study also revealed that, the customer relations practitioner lacks necessary logistics and resources that would aid him deliver diligently on tasks given him.

The study made recommendations that, the customer relations office is a vital part of every organization hence must be recognized in the organization; it also recommends that, the customer relations practitioner should be involved in the decision making of the organization. Addition to the recommendations is that the customer relations practitioner should be given all the necessary logistics and resources to enable him give his very best to aid in the achievement of organizational goals.