Customer care in odl institutions: experiences of zimbabwe open

Özet

\r\n The study sought to establish quality customer care practices that can be employed by Open and Distance Learning institutions in order to attract higher student enrolment with reference to the Zimbabwe Open University. It was prompted by the growing concern for quality customer care aired by the voiceless in most ODL institutions. The study employed the descriptive survey design. The questionnaire used for data collection had both closed and open-ended questions. A sample of 50 students was extracted using the purposive convenience sampling method. The study found out that students need quality tutorials, efficient registration processes, well managed weekend school tutorials, quick and efficient publication of results and well informed tutors who are knowledgeable and committed to their work. The study recommends that ODL institutions should organise workshops, seminars and conferences that deal with quality customer care practices so as to equip staff with attractive service delivery skills and thus improve student enrolment.\r\n