CTS Courier introduces training for employees to enhance customer service
To enhance service delivery for Malawians, CTS Courier has announced a special employee training program set to begin in April.
This initiative is designed to equip staff with essential skills to enhance customer service across all CTS branches, ensuring a seamless experience for those sending and receiving parcels.
According to Jacqueline Bokosi, the Managing Director of CTS Courier, the decision to introduce training follows numerous complaints from customers regarding the challenges they face when dropping off or collecting goods.
“People also complain about parcels getting lost, so to address this, we have implemented a modern digital system that will allow people to track their goods after they send them,” she said. “Through this system, when a person sends a parcel, they will know where their goods are and when they arrive. They will also know who is receiving them. This will prevent goods from being lost and make it difficult for fraudsters using fake receipts to deceive us.”
Addressing Customer Concerns
To improve transparency and accountability, Bokosi encouraged customers with complaints to use official channels such as the company’s website inbox or the suggestion boxes available at every CTS branch.
Additionally, she emphasized that any CTS employee found guilty of customer-related misconduct would face disciplinary action, including immediate dismissal.
Rewarding Loyal Customers
As part of its appreciation efforts, CTS Courier has also announced a loyalty reward program. The company will be offering 100 dedicated customers—who have been using its services since 2021—a special prize. Each of these loyal customers will be given the opportunity to send or receive up to 50 kilograms of goods for free at any CTS branch in Malawi.
“These are customers who, no matter what, have remained committed to CTS, and we want to show our gratitude with this reward,” Bokosi stated.
CTS Courier’s latest moves demonstrate its commitment to improving efficiency and customer satisfaction, reinforcing its reputation as the leading transport and courier service provider in Malawi.
