Description: Customer Service Management in Africa : A Strategic and Operational Perspective, Hardcover by Hinson, Robert Ebo (EDT); Adeola, Ogechi (EDT); Lituchy, Terri (EDT); Amartey, Abednego Feehi Okoe (EDT), ISBN 0367143372, ISBN-13 9780367143374, Like New Used, Free shipping in the US Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-7-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer 'passive audiences’ but 'active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.
Price: 71.55 USD
Location: Jessup, Maryland
End Time: 2025-01-18T06:34:00.000Z
Shipping Cost: 0 USD
Product Images
Item Specifics
Return shipping will be paid by: Buyer
All returns accepted: Returns Accepted
Item must be returned within: 14 Days
Refund will be given as: Money Back
Return policy details:
Book Title: Customer Service Management in Africa : A Strategic and Operation
Number of Pages: 340 Pages
Publication Name: Customer Service Management in Africa : a Strategic and Operational Perspective
Language: English
Publisher: Productivity Press
Subject: Leadership, Marketing / General, Commerce, Workplace Culture
Publication Year: 2020
Type: Textbook
Author: Ogechi Adeola
Item Length: 10 in
Subject Area: Business & Economics
Item Width: 7 in
Format: Hardcover
