Customer Service Essentials: Lessons for Africa and Beyond - Hardcover

Hinson, Robert E.; Adeola, Ogechi; Nkrumah, Kojo Oppong; Agyinasare, Charles; Adom, Kwame; Amartey, Abednego Feehi Okoe

Hardcover

ISBN 10: 1641136863 ISBN 13: 9781641136860

Publisher: Information Age Publishing, 2019

Synopsis

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

About this title

About the Author

Robert E. Hinson, University of Ghana Business School, Ghana

Ogechi Adeola, Lagos Business School, Pan-Atlantic University, Nigeria

Kojo Oppong Nkrumah, Ministry of Information, Ghana

Charles Agyinasare, Perez Chapel International, Ghana

Kwame Adom, University of Ghana Business School, Ghana

Abednego Feehi Okoe Amartey, University of Professional Studies, Ghana

Edition details

• Publisher: Information Age Publishing
• Publication date: 2019
• Language: English
• ISBN 10: 1641136863
• ISBN 13: 9781641136860
• Binding: Hardcover
• Number of pages: 260