Abstract

This report is base on a Six weeks internship carried out at community Credit Company (PLC) Kumba. The intern started by looking at the Organization‟s Missions, Objectives,   .looking at the organisations organ gram, their product and services, and was focus in the customer service department looking at the various challenges encountered, the intern had some main objectives of going on internship such as to march theoretical knowledge to professional knowledge of the field. With this, the intern looked at the definition of some terms.

The intern reviewed some concepts and theories concerning customer service management.  In addition, the intern carried out some activities like in the Counter Service where she fill the customers deposit slip or pay in-slip, counter cheque, personal cheque, over draft. L looking at this , the intern came out with some differences between theories and practical work, bringing up some challenges encounter by the intern and the company.

Finally, the intern concluded that her internship was a success and an interesting one too therefore, the intern came up with some possible recommendations for the company to implement. Such as, the company must make   sure that customer passbooks are well taken care of when updating them. This is to avoid mistakes in customer‟s passbooks that will make customers to be angry and may likely cause them to walkout of the institution. (CCC PLC) should increase it personnel.

CHAPTER ONE

INTRODUCTION

1.1 Presentation of the Company

Community Credit Company(CCC) is a  Micro Finance Institution by the Banking Commission of the Central African States(COBAC) decision number D-2001/111 of 10th January 2001 and decision of the Ministry of Economy and Finance No 000334/MINEFI of 27th July 2001. Community Credit Company Started operations in November 1998 as a Co-operative Society  and was later Transferred into a Public Limited Company (PLC).

Community Credit Company is rapidly growing with eighteen branches located in the business centers of most towns in Cameroon. It has customers based of over seventy-five thousands clients composed of current and saving account holders. Community Credit Company handles salaries for both workers of the Public Service (civil servants) and the Private Sectors.

Community Credit Company (PLC) has as vision to provide Savings and Credit Facilities as well as  well as other financial values to improve the economic and social wellbeing of customers. To provide quality financial services and products, encourage regular savings, wise lending and prompt payment. To educate customers to enable the organisation to compete favorably with other financial institutions. To provide quick and quality Products and services to customers competent staffs. To assist customers in need of finance, in the form of loan  for education, business and health, household consumption at favorable interest rates.

Products and Services of Community Credit Company (CCC)

Saving Account

Customers are able to save money into their account at any time and there is no stated  amount to be saved. Money put into the savings account earn interest at the end of the year and withdrawal is done at any time .

Current Account

This account goes operational for business men and salary earners. Through this account, CCC PLC provides a forum for salary earners both private and government to open account and receive salaries. Cheque booklets is given to holders of the account

Term Deposit Account

This is when the customers money is kept in block for duration of time and interest can be paid at maturity date.

Product Loans

Community Credit Company also offers product loans.  These loans are bas on customer‟s salary, type of business, current account and collateral security(which must be landed) to the customers

Payment of Pension

It is the monthly payment made by the government or private companies to their retired workers

Salary Account

It is operated solely by employers who create an account (usually a deposit account) in which it is being debited monthly by the employer worth the sum of the employee’s salary. When the account is debited, it is then charge with the responsibility of paying the beneficiaries, employees upon presentation of a cheque receipt signed by the employer.

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