Customer Service Management Practices of Tagum Water District: A Case Study

Abstract

This study identified the Customer Service Management (CSM) practices of Tagum Water District (TWD) from the perspective of its customers and customer service personnel as to how TWD responded and addressed the customers inquiries, requests, and complaints. The Evolution of Customer Service by Blake Morgan serves as the foundation for the study's theoretical framework. Focus groups and in-depth interviews were used to get the data. The findings showed that although both customers and customer service staff agreed that TWD practices good customer service, they also encountered some issues and challenges when processing transactions, such as limited channels for disseminating information and constrained access to its customer service. Thus, it is recommended to provide innovations on its practices that the technology offers to keep up with the evolving needs of its both internal and external customers.