Chapter 6 Customer Service in South Africa
The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.
– Jeff Bezos
By the end of this chapter, you will be able to:
- Know and understand the meaning of customer service.
- Understand the linkage between customer service and service quality.
- Understand customer service challenges in South Africa and how it relates to the SERVQUAL model.
- Identify some factors that contribute to poor customer service in South Africa.
Chapter Outline
- Introduction
- Service quality as a component of customer service
- SERVQUAL model
- Profile of South Africa
- Customer service issues in South Africa
- General observations about ...
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