AN ASSESSMENT OF THE ROLE OF CUSTOMERS’ SERVICE DELIVERY IN PUBLIC SECTOR BUSINESS ORGANIZATIONS A CASE STUDY OF POWER HOLDING COMPANY OF NIGERIA

TABLE OF CONTENTS

Title Page                                                                                           i

Approval page                                                                                   ii

Dedication                                                                                         iii

Declaration                                                                                        iv

Table of contents                                                                               v

Chapter One

1.1     General Background of the Study                                             1

1.2     Statement of the Problem                                                          5

1.3     Objective of the study                                                              6

1.4     Research Questions                                                                  6

1.5     Hypothesis of the study                                                            7

1.6     Scope  and limitation of the study                                             7

Chapter Two

Literature Review

2.1     Literature review                                                                      9

2.2     Customer Assessm ent                                                              10

2.3     How to deliver exceptional client service                                   10

2.3.1  Just Doing your job Vs Delivering exceptional services             11

2.4     Service delivery                                                                       12

2.5     Customer Relationship Management                                         12

2.5.1  CRM through Information Technology                                     13

2.6     Public Service Delivery System                                                14

2.6.1  The public as clients                                                                 16

2.6.2  The public as customers                                                           16

2.6.3  The public as Consumer                                                           17

2.7     What is Customer Services                                                       18

2.7.1  Why Should a company or agency provide customer services?  18

2.7.2  What are the concepts underlying effective customers services strategies                                                                                   19

2.7.3  What are the guiding principles of companies that deliver effective customer services                                                                             20

2.8     How does an organization develop and implement an effective customer service strategy                                                                 21

2.9     Complexity of Integrated Service delivery (ISD)                        24

2.10   Personalized, Segmented and Pro-active services delivery           24

2.10.1 The principles of public service delivery                                   27

2.11   Customer Service of Power Holding Company of Nigeria          31

2.11.1 Mission Statement                                                                   31

2.11.2 Our goal                                                                                  32

2.11.3 Customers right and obligation                                                 33

2.11.4 Procedure for Grievance Redress                                              35

2.11.5 PHCN’s obligation to Customer                                               35

2.11.6 Management Obligation                                                           36

2.11.7 Government Obligation                                                            38

Chapter Three

Research Methodology

3.1     Introduction                                                                              39

3.2     Research design                                                                       39

3.3     Population of the study                                                             40

3.4     Sampling size                                                                           40

3.5     Research Instrument Employed                                                40

3.6     Sampling Techniques                                                               41

Chapter Four

4.1     Introduction                                                                             42

 

Chapter Five

Summary, Recommendation and Conclusion

5.1     Summary                                                                                 49

5.2     Conclusion                                                                              51

5.3     Recommendation                                                                     52

References