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
