INTRODUCTION
Tengo limited is a company that deals in manufacturing of notebooks computers with high rate of sales in 30 countries due to low cost on student laptops, which has made them grown into popularity across Europe. The objectives of this report focuses on Tengo poor service quality, causing employee dissatisfaction which leads to low turnover (Wilton, 2010). This report identifies some key areas that focuses on the employee attitude towards their job. Job satisfaction is what every employee wants, an individual behaviour and attitudes determines how she/he is being motivated, which shows in the characteristics of the individual and how the individual carries out task with pleasure.(Robbins et al, 2010). However, an employee who is dissatisfied about his/her job tends to hold negative feeling towards their job which could lead to employee turnover.
This secondary report mainly focus on poor services performance in Tengo Ltd and factors which leads mostly to the employees dissatisfaction. Using theories of HR practices and strategies, some problems were identified in this case such as; lack of trained workers, high work pressure, lack of motivation, poor emotional intelligence, lack of positive feedback and poor reward system. Recommendations were outlined at the end of this report on how Tengo Ltd can solve the problem of poor customer service and high rate turnover and overcome the future challenges. Some of the key issues to be discussed on this report are as follows;
• Causes of poor customer service quality
• High labour turnover in call centre
• Remedy 'Turnover'
• Is turn over likely to be universally '