Customer Service Delivery In Africa
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Customer Service Delivery In Africa
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Author : Robert Ebo Hinson
language : en
Publisher: CRC Press
Release Date : 2024-02-26
Customer Service Delivery In Africa written by Robert Ebo Hinson and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-02-26 with Business & Economics categories.
Customer service management is one of the key pillars of today’s business environment. Businesses operating in sub-Saharan Africa and other frontier markets have begun to embrace the concept of customer service management, with many incorporating the notion into their mission statements – with many forward-thinking companies transitioning from a transactional to a more strategic view of the customer. As customers have evolved and transformed from "passive audiences" to "active players" businesses are moving away from "the old industry model that sees value as created from goods and services to a new model where value is created by experiences". Today, businesses and customers create value through customised, co-produced offerings. This co-creation of value helps firms highlight the customer’s or consumer’s point of view and improve the front-end process of identifying customers’ needs. Given the increasing recognition of the customer as a co-creator of value, perceptions of customer service quality during COVID-19 and afterwards matter to businesses in Africa looking to thrive in a new post-COVID era since customers increasingly face several choices in the bid to access consumer products and services. This book consists of seven chapters beginning with an overview detailing the importance of customer service matters to Africa’s development and ending with a discussion of the future directions for enhanced customer service delivery in Africa. Each chapter in this book includes actual customer service and delivery practices from various countries on the African continent, including Egypt, Ghana, and South Africa, and uncovers the challenges, successes, and potential areas for improvement in delivering quality customer service.
Customer Service Management In Africa
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Author : Robert Hinson
language : en
Publisher: CRC Press
Release Date : 2020-05-07
Customer Service Management In Africa written by Robert Hinson and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-05-07 with Business & Economics categories.
Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, 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 digital 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.
Customer Service Essentials
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Author : Robert E. Hinson
language : en
Publisher: IAP
Release Date : 2019-08-01
Customer Service Essentials written by Robert E. Hinson and has been published by IAP this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-08-01 with Business & Economics categories.
Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters. Praise for Customer Service Essentials: Lessons for Africa and Beyond "This book captures service excellence by detailing out in a most explicit manner essential services dynamics of Responsiveness, Accessibility, Tangibles, Empathy and Reliability. I highly recommend it!" Esi Elliot Assistant Professor, Marketing Suffolk University, Boston, MA "I am very impressed with this book and excited to see the topics being discussed in the Chapters are geared toward quality customer service in Africa. All the chapters are superbly written, relevant to the African context and above all, the authors cover incredibly interesting topics and support them with pertinent cases. Bringing together such fine minds in the field, this book is useful and a must for anyone serious about customer service, service branding and the need to respect the customer." Charles Blankson Professor of Marketing College of Business University of North Texas "Hinson and colleagues have skillfully put together a useful collection of new perspectives on modern customer service essentials with an African and global perspective. This is a highly recommended text for students and practitioners." Ellis L.C. Osabutey Reader Roehampton University Business School United Kingdom
The V Model Of Service Quality
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Author : Grafton Whyte
language : en
Publisher: Emerald Group Publishing
Release Date : 2018-10-18
The V Model Of Service Quality written by Grafton Whyte and has been published by Emerald Group Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-10-18 with Business & Economics categories.
The V-Model of Service Quality offers a powerful tool for measuring service quality. This book grounds the theoretical interventions in data drawn from case studies in the Sub-Saharan African context to make the models applicable to both researchers and working managers.
Digital Service Delivery In Africa
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Author : Ogechi Adeola
language : en
Publisher: Springer Nature
Release Date : 2022-02-07
Digital Service Delivery In Africa written by Ogechi Adeola and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-02-07 with Business & Economics categories.
The dynamics of the world’s pervasive digital technologies is transforming organisations and enabling enterprises to create sustainable competitive advantage. This presents huge economic opportunities for Africa. This book responds to the need for African enterprises and organisations—particularly those in the service sector—to fully exploit the inherent potential in digital platforms by putting in place processes to respond effectively to changing consumer demands. Digital service delivery is conceptualised as a key driver of effective management and service delivery across the value chain of businesses. The authors offer insights into the opportunities, drivers, structures, and models of digital service delivery specific to the African context, using case studies and country-based themes that highlight how the adoption of digital platforms and practices can transform service delivery for value-creation. The book examines the scope and applications of digital businesses, emphasising the emergence, value-creation, and strategic implications for Africa’s private and public enterprises. Students, entrepreneurs, IT innovators, academics, and policymakers will gain a greater understanding of how digitalisation is shaping consumer expectations, industry practices, and service delivery in Africa.
Service Please South Africa
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Author : Norman Blem
language : en
Publisher: Juta and Company Ltd
Release Date : 1995
Service Please South Africa written by Norman Blem and has been published by Juta and Company Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with Business & Economics categories.
This text aims to promote service awareness in South Africa. It is intended for anyone in business, for people in the public sector and for consumers, who should benefit by gaining greater insight into and appreciation of the elements of good service.
Practical Insights On Customer Service
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Author : Emmanuel Danstan Chinunda
language : en
Publisher: Adonis & Abbey Publishers Ltd
Release Date : 2011-07-20
Practical Insights On Customer Service written by Emmanuel Danstan Chinunda and has been published by Adonis & Abbey Publishers Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-07-20 with Reference categories.
Practical Insights On Customer Service offers an African perspective on the thorny question of customer care. It challenges readers to reflect on the current challenges in Africa and how effective customer care can help to unlock some of the opportunities available in the continent. It highlights the common problems organizations face in the continent and recommends ways of enhancing the principles of customer service. Written in a reader-friendly language, the book also conscientises the readers and organizations to simple, but often overlooked winning formulae in life-customer service.
Customer Service
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Author : Emmanuel Danstan Chinunda
language : en
Publisher: Xlibris Corporation
Release Date : 2013-11-29
Customer Service written by Emmanuel Danstan Chinunda and has been published by Xlibris Corporation this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-11-29 with Business & Economics categories.
Customer Service: The Kingpin of Business Success in Africa is a must read as it communicates how the power of customer service can revolutionise business on the African continent. The book uses proverbs and wise sayings to captivate the reader into action. The book captures both the African and Western experience to position the reader as a global player in the world of customer service. The book is a change agent and provides a platform how customer service can transform the African continent. The uniqueness of the book is that it uses both Western and African proverbs to help the reader to gain insight into the African culture. It stresses, motivates and inspires the reader to bring revolution to his or her world of service. You will surely bring transformation to your world after mastering the mysteries buried in this book. Its concepts are simple and easy to follow and drive you into business success.
Inside The Story Of Customer Service
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Author : Moses Okuraja
language : en
Publisher:
Release Date : 2010-11
Inside The Story Of Customer Service written by Moses Okuraja and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-11 with Reference categories.
Inside the story of Customer Service is a customer services guide born out of a wealth of personal interactive experiences with a largely diverse and multicultural clientele, research and training in the service industry all spanning over five years by the author as a customer service representative. As a masterpiece of literary work, this book brings to light 12 carefully chosen and well-elaborated themes designed to demonstrate, highlight and expose the various challenges faced by today?s highly dynamic service delivery sector. The ordinary day-to-day life experiences as illustrated by well-researched real-life stories in almost every chapter have each been packaged and extensively written with the flip side of each story. The aim is to give the reader a balanced insight into why and how the service sector has metamorphosed and still continues to meet so many challenges. The form and content of the book is such that it should enable employees, managers and prospective customers distinguish between good and bad service delivery practices. Each of the 12 themes presented in the book demonstrates its ability to equip employees with soft skills and knowledge which can be used during day-to-day work related activities within the work environment in a much more cautious, professional and customer-friendly manner. To the managers/employers, this book is an eye-opener which brings to light certain service delivery practices that people often tend to overlook as insignificant. Most important all, this book can be a good reference for training officers/specialists in all customer service oriented industries. The flip side of the stories has also been presented as a wake-up call to not only the employers or employees but customers too for they often unknowingly fall victim to poor service delivery. The book also brings to the awareness of the customers their rights and responsibilities as consumers of services.
Understanding Entrepreneurship In Sub Saharan Africa
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Author : Jean Kabongo
language : en
Publisher: Springer Nature
Release Date :
Understanding Entrepreneurship In Sub Saharan Africa written by Jean Kabongo and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.