ABSTRACT
This chapter discusses the concepts, roles and practices of customer service management and addresses critical questions such as what addresses means today, how organisations should position themselves to create value for customers and stakeholders, and how individuals representing organisations should project themselves to align with the service delivery promises made by their organisations. It argues that entrepreneurial customer service implies new, exciting and innovative ways of serving the customer such that value is created in a responsive and friendly manner. The chapter explores leadership and customer service with a major focus on how to improve leadership in order to achieve quality customer service in organisations, particularly in the context of Africa. It also explores successful execution of a customer service strategy based on the quality of customer service personnel. The chapter also presents an overview of the key concepts discussed in this book.
