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Customer service is a core competitive edge in any service industry, including the retail banking sector. However, retail bank customers, especially in Angola, often complained of standing in long queues waiting to be served and difficulty handling technology while transitioning to online banking. This qualitative single-case study used competency-based theory to develop a framework for the customer service training competencies of a selected retail bank in Angola. Purposeful sampling was employed to select eight participants, including bank employees and customers who voluntarily participated in this study. Data was collected through semi-structured interviews using WhatsApp calls and audio recordings. It was thematically analyzed using the HyperResearch software. The emerging themes included change, customer service, responsiveness, human resource process improvement, managerial competency, customer relationship management, and online banking. The findings have implications for bank employees’ training and development of the identified competencies needed to redefine the future of customer relationship management and different dimensions of managing customer satisfaction for proactive business recovery.


Customer service Training competencies re-engineering post-Covid 19 era Framework Angola

Article Details

Author Biographies

Edivaldo Abel, Adventist International Institute of Advanced Studies, Philippines

Edivaldo de Jesus Abel is currently a PhD Business candidate at Adventist International Institute of Advanced Studies (AIIAS) in Silang, Cavite, Philippines. He is the founder, Chief Finance Officer, and Membership Coordinator of the Qualitative Research Association of Africa (QRAAF). His current research interests include talent management, organization effectiveness, digital evangelism, research methodology, training and development, entrepreneurship, and branding image.

Kepha O. Pondi, Pacific Adventist University, Papua New Guinea

Kepha Pondi, PhD, is the Dean of Research and Postgraduate Studies at Pacific Adventist University, Papua New Guinea. His research interests include interdisciplinary research, social capital, finance, and organizational development.


How to Cite
Abel, E., & Pondi, K. O. (2024). A Framework of Customer Service Training Competencies for Proactive Business Recovery in a Post-COVID Era: A Case Study. Pan-African Journal of Education and Social Sciences, 5(1), 120–132.


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