ABSTRACT
Leadership plays a significant role in ensuring a good performance of customer service, as customer service is a function of a well-rounded leadership. Without proper leadership, there is no quality customer service. Achieving customer service requires the proper calibration of customer expectation. Such expectations come from different sources and differ from one customer to the other. Further, such expectations determine the level of customer satisfaction. Much of the organisational performance impediments within sub-Saharan Africa can be well addressed within the framework of proper customer service leadership. The global service sector is constantly changing and at a faster pace in some regions than in others. This chapter addresses how to improve leadership in achieving better service quality in both public and private companies with a specific focus on sub-Saharan Africa.
