Abstract

The abstract of the project is now the online help desk information system has eased the general public who wish to make there inquiries, log complaints, make a suggestion. These incidents vary significantly in type and urgency and require the attention of officials (hereafter referred to as ‘users’) within one or more Public Sector entities. The Campus online help desk has a Human Resource System with a single purpose of maintaining sensitive information that is required for a few key employees outside of HR. The Campus online help desk is a major change to the way thing is currently done. Using the Campus online help desk must be a Company Directive otherwise it will never be fully implemented. In other to achieve the best out of this work, HTML, PHP, JavaScript was used for the design of the web-based program.

CHAPTER ONE

1.0      INTRODUCTION

Background of the Study

Customer care is a crucial element of business success. Every time you have contact with your customers you have an opportunity to improve your reputation with them and increase the likelihood of further sales.

From your telephone manner to the efficiency of your order-fulfillment systems, almost every aspect of your business affects the way your customers view your business. There are also specific programmes you can put in place to increase your level of customer care.

This guide outlines what customer care involves. It explains how you can use customer contact, feedback and loyalty schemes to retain existing customers, increase your sales to them and even win new customers. It also covers how to prepare for receiving a customer complaint.

Customer care involves putting systems in place to maximize your customers' satisfaction with your business. It should be a prime consideration for every business - your sales and profitability depends on keeping your customers happy.

12

Customer care is more directly important in some roles than others. For receptionists, sales staff and other employees in customer-facing roles, customer care should be a core element of their job description and training, and a core criterion when you're recruiting.

But don't neglect the importance of customer care in other areas of your business. For instance, your warehousing and dispatch departments may have minimal contact with your customers - but their performance when fulfilling orders has a major impact on customers' satisfaction with your business.

A huge range of factors can contribute to customer satisfaction, but your customers - both consumers and other businesses - are likely to take into account:

how well your product or service matches customer needs the value for money you offer

your efficiency and reliability in fulfilling orders

the professionalism, friendliness and expertise of your employees how well you keep your customers informed the after-sales service you provide

1.1      STATEMENT OF PROBLEM

Owing to:

(i)                The difficulties people face in transferring information/data.

13

(ii)              Unwillingness attitude of some Caritas University staff when checking their customers’ information.

(iii)            Fragile nature of customers’ information.

(iv)            Difficulties people encountered when checking their customers information

(v)              Time wasted in manual processing of students’ information.

(vi)            Important nature of students’ information in the business world. The need arise for the development of an online help desk to alleviate these

problems.

1.2      PURPOSE OF STUDY

The main purpose of this study is to put to an end the difficulties people encountered when checking their customers information. This is actualized by designing computerized CAMPUS ONLINE HELP DESK which is user friendly and interactive. By the time this software is designed and implemented, the difficulties encountered with manual method of checking customers’ information will be eliminated.

1.3      SIGNIFICANCE OF STUDY

With the growth in information technology, the study offers numerous benefits to the Caritas University and to any organization that deals on customers’ information.

14

Manual method of checking customers’ information will no longer be there again because it will be done by the computer with the help of the computerized CAMPUS ONLINE HELP DESK.

Because of the easy to use nature of the CAMPUS ONLINE HELP DESK, any organization can easily buy it to make use of them.

1.4      AIMS AND OBJECTIVES

The aims and objectives of this project are listed below:

 To develop software called CAMPUS ONLINE HELP DESK that will replace the manual method.

 To develop, promote, and provide adequate and efficiently CAMPUS ONLINE HELP DESK.

 To maintain an efficient system of collection, sorting and delivery of customers information.

 To demonstrate increased motivation to the Caritas University workers.  To eliminate the error involved with the manual method of checking customers’ information.

 To save the time wasted with manual method of checking customers’ information.

15

1.5      SCOPE OF STUDY

This project work is narrowed to Caritas University. It deals with the development of CAMPUS ONLINE HELP DESK to help in the checking of customers’ information.

1.6      LIMITATION OF STUDY

Owing to the scope of this project work as stated above, this project work is limited to CAMPUS ONLINE HELP DESK.

It is important to mention here that time was a major constraint in the course of fact finding. It is also wise to mention here that some information we need to work with was not collected because of the unwillingness of the staff to review such information.

1.9                       DEFINITION OF TERMS

Business: is a legally recognizedorganizationdesignedto providegoods,services, or both to consumers or tertiary business in exchange for money. Computer: A computer is a programmablemachinethatreceives input, storesand manipulates data, and provides output in a useful format.

Customer: A customer (also known as a client, buyer, or purchaser) is usuallyused to refer to a current or potential buyer or user of the products of an individual or organization, called the supplier, seller, or vendor.

16