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Using Research to Improve Customer Service a Priority for Two SARS Employees

2017/04/19 10:19:14 AM

For South African Revenue Services (SARS) colleagues Mr Zahir Sayed and Ms Renitha Chetty acquiring a Master of Commerce in Leadership Studies qualification was not only about broadening their knowledge but also an opportunity to contribute to the advancement of customer service.


Master of Commerce graduates Ms Renitha Chetty and Mr Zahir Sayed. 

For South African Revenue Services (SARS) colleagues Mr Zahir Sayed and Ms Renitha Chetty acquiring a Master of Commerce in Leadership Studies qualification was not only about broadening their knowledge but also an opportunity to contribute to the advancement of customer service.

Through research titled: “Exploring the Role of Emotional Intelligence in the Customer Service Industry”, operations specialist Sayed used his passion for emotional intelligence to broaden knowledge in his area which he feels is crucial but underrated.

‘The impact of emotional intelligence in the workplace is an essential and significant one,’ said Sayed. ‘I decided to explore the role of emotional intelligence in the customer service industry to highlight its existence within the industry and to identify what more can be done to maintain the skills of emotional intelligence in the customer service environment.’

“Exploring the implementation of knowledge management at a Contact Centre in Durban” was the title of Chetty’s research. As a SARS Operations Manager, that is how she adds value to the improvement of performance.

‘My findings are likely to assist in improving the performance of the contact centre. I was passionate about my topic since I wanted to pursue a topic that was relevant and value adding to the environment that I work in,’ she said.

Both the studies were supervised by Dr Cecile Gerwel-Proches.

Sayed and Chetty are looking forward to exploring the avenues for career growth that the qualification will unlock.

‘A masters degree candidate is definitely sought after in the job market. I feel that being in possession of this qualification will definitely propel my career to greater heights as well as help me to realise my career ambitions,’ said Sayed.

For Chetty, it is about gaining a competitive edge that makes her a cut above the rest. ‘An MCom is most definitely a worthwhile qualification since it places one in the lead in this competitive world. It enhances one’s knowledge base and adds value especially when operating at a strategic management level. Furthermore, I will be equipped with the right amount of creativity and an analytical thought process which will aid me in shaping the environment in which I operate,’ she said.

Thandiwe Jumo

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