The note analyses the reasons for excellent customer services as a prime mandate for a market led MFI, which include retaining customers, building through word-of-mouth business, competitive advantages, and working efficiently. It also identifies certain variables responsible for customer service. These are organisation culture, product/service range, customer knowledge, delivery systems, service delivery environment, technology, and employees’ role in service delivery. The note also briefs about MicroSave’s process and tools for customer service.

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