Customer Service Management In Africa
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Customer Service Management In Africa
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Author : Robert Ebo Hinson
language : en
Publisher: CRC Press
Release Date : 2020-05-07
Customer Service Management 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 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
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 Relationship Management And Customer Service
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Author : Adele Berndt
language : en
Publisher: Juta and Company Ltd
Release Date : 2004
Customer Relationship Management And Customer Service written by Adele Berndt 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 2004 with Business & Economics categories.
Customer relations management (CRM) is about maintaining long-term customer relationships. This book looks at creating and managing customer relationships and how relationship marketing, applied throughout any organisation, can create new value to build the organisation for the long term. In order to achieve CRM, companies need to focus on customer retention, a high customer commitment and a long-term perspective. The book examines the changes in the practice of marketing and the solutions offered by relationship marketing. It also analyses the profound impact of technology and how it enables the business to focus on individual customers.
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.
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.
The Fish Rots From The Head
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Author : Richard Ssebaggala
language : en
Publisher:
Release Date : 2017-01-04
The Fish Rots From The Head written by Richard Ssebaggala and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-01-04 with categories.
The Fish Rots from the Head takes the bull by the horns and addresses the challenges of poor customer service in Africa. The writer comes from Uganda but raises service challenges one sees everywhere on the African continent, often in establishments that lay claim to international accreditation. The Fish Rots from the Head is important because it attempts to approach the age-old challenge of customer relations management from an African point of view - specifically by illustrating that part of the problem is with cut and paste training programs as well as importing physical labor and standards that pay limited heed to the cultural mores of the natives.The Fish Rots from the Head is important because it acknowledges that by the time the customer encounters unsatisfactory service, the problem already lies elsewhere - with management. There is nothing new about this; what is new is admitting it in an African setting where it is always assumed that to invest money in setting up a business means that one is the owner of all wisdom.This book not only sheds light on the causes (often unseen) of poor customer service, but also best practice and practical solutions. All the case studies in the publication are from the writer's personal experience which gives the book the authority and authenticity of a native observer.This is a book intended for decision makers, managers, entrepreneurs, human resources practitioners, anyone studying administration and/or customer relationship management and those already struggling with how to improve seemingly intractable customer service standards in organizations that are already up and running.
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.
Relationship Marketing And Customer Relationship Management
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Author : Annekie Brink
language : en
Publisher: Juta and Company Ltd
Release Date : 2008
Relationship Marketing And Customer Relationship Management written by Annekie Brink 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 2008 with Business & Economics categories.
Presenting a dramatic shift in the way marketing is viewed and how its value is determined, this diverse resource focuses on the retention of customers through excellent customer service. Attending to the “4 Ps” of marketing, the guidebook addresses the ways in which a marketer can make decisions with the customer’s perspective as the priority. With strategies both for one-to-one marketing and for mass customization, this critical handbook offers information for today’s ever-adapting business environment.
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.