THE CHALLENGE OF CUSTOMER SERVICE MANAGEMENT IN MUNICIPAL REVENUE ENHANCEMENT

Abstract

This research study attempts to prove that better customer service management can assist in raising levels of payment in municipalities. Data was gathered from interviews, field observations and the review of documents. Although the literature reveals that good customer service management improves revenue in the private sector, it is difficult to establish whether this is true for the public sector. This research study showed that good customer service management without the implementation of credit control policies does not have a significant impact as the habit of non-payment for services is deeply rooted and there are still customers who afford to pay but would not pay. The research concludes that a customer service management strategy should be aimed at transforming the organisation at large and breaking the culture of working in silos. Credit control should be part of this strategy.