Abstract
This chapter interrogates the concept of customer service in archives and records nanagement. It covers the following areas: dimensions of customer service, factors impacting on provision of customer service, ways of enhancing performance and challenges faced by both service providers and customers in accessing services of archives and records management units (ARMUs). By nature, the field of archives and records management is customer focused, which necessitates quality customer service. Carefully designed customer service programmes culminate in effectiveness, productivity and profit. Using extensive literature reviews, the chapter demonstrates that customer service is an essential part of archives and records management. The chapter argues that without proper customer service, customers of ARMUs will always be dissatisfied and the field of archives and records management will not become known, appreciated and supported by the majority. There is the utmost need for archivists and records managers to develop a comprehensive customer service approach or a programme commensurate with their local contexts.
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