Customer Service Delivery in Africa

Chapter 1 Why Customer Service Matters

DOI: 10.4324/9781032688466-1

A satisfied customer is the best business strategy of all.

– Aliko Dangote

By the end of this chapter, you will be able to:

• Understand the importance of customer service to Africa’s development.
• Analyse the cost of poor customer service on Africa’s economic development.
• Explain the need for exceptional customer service in driving socio-economic growth.

Chapter Outline

• Introduction
• The Paradox of Customer Service Experiences in Africa
• Organisation of the Book
• The Cost of Poor Customer Service Delivery for Africa’s Development
• Conclusions

Introduction

Africa is a multifaceted continent with an extensive consumer base and a variety of enterprises. Africa’s population ...