ABSTRACT
Many organisations today have realised the importance and benefits of being customer-oriented. Subsequently, a number of organisations have developed and/or adopted various customer service strategies. Despite the perceived benefits of adoption of customer service strategies, the successful implementation of these strategies in organisations remains unclear. The purpose of this chapter is to provide an exposition of the various barriers that impede implementation of effective customer service strategy. Through critical review of empirical literature that relates to the implementation of customer service strategies, particularly with reference to customer service practice in Kenya, six key barriers to implementation of successful customer service strategy were identified. These barriers relate to structural, technological, policy, people, knowledge management and limited resources. To alleviate these barriers to implementation, a number of strategies were identified that include emphasising on quality management, having the personnel to manage customer service, investing in people and maintaining dialogue with customers.
