Customer Service Management: A review

But the surprise about this 114 page book is that one does not have to be on the customer service desk to benefit from it. Employees in offices and business owners also will benefit from this book by understanding the concept of internal and external customers, as defined by Ilias. The relationships between individual employees […]

But the surprise about this 114 page book is that one does not have to be on the customer service desk to benefit from it. Employees in offices and business owners also will benefit from this book by understanding the concept of internal and external customers, as defined by Ilias.

The relationships between individual employees in various departments of the same organisation come under focus and contribute to the overall growth of the organisation.

The author is a young man who has invested his time in specialising in an area that has hitherto drawn little interest from management schools in the country and his book will prove to be a veritable tool in the teaching of this very sensitive aspect that plays an important role in the development of any business or organisation.

Unsurprisingly, Ilias based the model of his book on foreign texts, and draws largely on foreign experiences, statistics and modules on how to relate with customers. While this is a plus in many respects, it is also a minus in other regards in the sense that some modules may not work here due to local concerns and peculiarities.

There are questions also around the figures and research the author relies on in the book as there is no information on where the figures are drawn from, or how they were arrived at. This may be a minus for researchers and students keen on taking these things up. This is a problem that could have been solved by the author localising his research rather than transferring research data from elsewhere that may not apply to the Nigerian context.

But being one of the pioneer works in this field, within the Nigerian context that is, it is understandable that the author encountered challenges writing this book. And regardless, he tried to remedy this situation in Chapter 12, which is tagged: Africa and Customer Relation.

In this chapter, the author touches on issues peculiar to the continent particularly the obnoxious practice of ‘African Time’ and the major role it is playing in running down businesses on the continent.

Unfortunately, this chapter, like all others in the book is illustrated by a picture of Caucasians at a customer service desk. Obviously, Ilias is thinking global, he may not be acting local though and one would think it would have made more sense if the book was illustrated with pictures of Nigerian customer service desks.

Nonetheless, I am sure readers will find some of the practical tips the author drops on how to improve situations, particularly on customer recovery, body language among others.

This little book will prove useful to shop owners, small business concerns, corporations and students of management and just about everyone else.