ABSTRACT
Being entrepreneurial is about innovation and creativity aimed at generating different ways of doing things. Having an entrepreneurial mind suggests the ability to consistently identify opportunities to deliver a product or service that has not been available before, or to do so in a new and exciting way. Applied to customer service, the concept of entrepreneurship suggests a new innovative and exciting way of serving the customer that delivers value for them in a way that is different, responsive, friendly and warm. Using two Kenyan case studies – Citizens’ Service Centres referred to as Huduma Centres in the public sector and Safaricom’s M-Pesa innovation in the private sector – this chapter delves into the meaning and practice of innovative customer service.
