Organizational Training Policies on Customer Relations
OMM 6509 - Training and Development
Walden University
2022
Organizational Training Policies on Customer Relations
Training enables the organization to contribute to the development of a country's human
capital, through its influence on education policies and systems and training by public training
institutions, to better serve business needs. It also enables it to influence employers in regard to
the need for them to invest more in training and employee development which employers should
recognize as one key to their competitiveness in the future. Second, it provides an important
service to members, especially in industrial relations in respect of which sources of training for
employers in developing countries are few. Third, it is an important source of income provided the
organization can deliver relevant quality training. Fourth, it compels its own staff to improve their
knowledge without which they cannot offer training to enterprises through their own staff. Fifth,
the knowledge required for training increases the quality of other services provided by the
organization - policy lobbying, advisory and representation services. Sixth, it contributes to better
human relations at the enterprise level and therefore to better enterprise performance, by matching
corporate goals and people management policies. Finally, it improves the overall image of the
organization and invests it with a degree of professionalism, which can lead to increased
membership and influence.
Customer relations are the part of the business that is concerned with the customers'
perception of the products and services of the business. The goal of customer relations is to
instill and establish a positive image of the company in the customer's mind. With positive
perception comes more orders and revenue from the customer. Customer relations can also be
considered customer service. As a function, customer relations, more pointedly, is responsible
for representing the company externally, resolving customer conflicts, responding to questions,
understanding the customers' business and conducting customer satisfaction surveys. Among
other functions of customer relations is to be an ambassador for the company both internally and
externally. As such, customer relations personnel not only speak to current customers, but they
also speak to potential customers. That role means that they should be aware of what they say
(positively vs. negatively) and how it is said (courteously vs. abruptly). Customer relations
personnel are not only customer service representatives but can be public relations professionals
and senior management according to Hall mark (2012).
The customer perceived service quality -Customer perceived service quality is the
customers own perception of the service based on different factors contributing to the service,
from the process to the final outcome. According to Grönroos (2000), “quality is what customers
perceive”. Customers buying service consider everything that contributes to the process and the
final outcome in making their assessments of the service. However the subjective assessment of
the actual service experiences is the customer perceived service quality as pointed out by Looy et
al (2003), Zeithaml et al (2006), and Grönroos (2001). Sureshchander et al (2002), points out that
service firms have a difficulty envisioning and understanding what aspects of the service that
define high quality to the consumers and at what levels, they are needed to be delivered. Also,
that the aspect of managing a service interaction also requires understanding the complicated
behavior of employees that find its way into the customers perception of the service quality. On a
careful inspection of the dimensions of quality, a major focus rests on the component of human
interaction in the service delivery that consists of human behavior and attitudes. Looy et al
(2003:132-134) is also of the same opinion that customers are not one-dimensional in judgment,
because a lot of other factors influence service quality, most researchers agree on these
dimensions of service quality as a measure of service quality.
Essence of Managing Liquid Waste
Environmental Impacts - The environmental effects of poor wastewater management are
becoming evident in many parts of the country. Coastal environments near urban areas,
Mombasa, are subject to contamination from wastewater from industry, domestic waste, urban
storm water and shipping related activities. High concentrations of nutrients and micro
organisms related to sewage contamination appear to be the major problem. Metal contamination
is generally isolated to locations near industry, and there are no major problems associated with
hydrocarbons or oil, other water quality studies indicate sewage contamination is occurring
around coastal villages, tourism centers, and sewage outfalls, causing concern over the presence
of pathogens that could impact human health and animals in the sea.
Health Impacts - The discharge into the marine environment of inadequately treated sewage
effluent from both humans and animals may result in bacterial contamination of waters and
exposed biota IAS (2004). Discharge may be via sewerage outfalls or via seepage from septic
tanks and other toilet types. Human sewage contains enteric bacteria, pathogens, viruses, and
eggs of intestinal parasites. Human pathogens that cause salmonellosis, typhoid fever, hepatitis,
cholera, dysentry and various other gastrointestinal diseases may be released into the water and
transmitted to new hosts by contact (bathing, swimming) or by consuming contaminated biota
Feacham et al. (1989). Both coastal waters and groundwater may be contaminated. Pathogens in
wastewater may also be transmitted by direct contact with sewage such as playing in a yard with
a failed septic system or coming into contact with animal waste, or via drinking contaminated
water or through contact with insect carriers (NSFC 2006). Drinking water may also become
contaminated as a result of contamination of aquifers through seepage from septic tanks and
water seal toilets, pollution of catchment areas from animal waste, and poor sanitation practices
in general.
Economic Impacts - The economic impact of poor liquid waste management is often not
considered in planning decisions. Health-related costs can include costs due to absence from
work, costs of medical treatment and even loss of life. Costs associated with the environmental
impacts of poor liquid waste management can include decreased terrestrial and/or marine
primary productivity due to pollution, decreased property values near polluted areas, loss of
environmental services if important habitats are degraded, and the cost of cleanup. The
development of a National Liquid Waste Management Strategy by the Fiji government is
consistent with the policy and actions proposed in the Pacific Wastewater Policy Statement and
Framework for Action, developed in 2001 at a regional meeting in the Marshall Islands, In
addition, a broader regional framework, the Pacific Regional Action Plan on, Sustainable Water
Management (2002) includes wastewater management, and has been endorsed by the Fiji
government. A summary of the vision, principles and policies of the Pacific Wastewater Policy
SOPAC (, 2002).
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