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.
Format: HardbackCONTRIBUTORS: Robert E. HinsonEAN: 9781641136860COUNTRY: United StatesPAGES: WEIGHT: 333 gHEIGHT: 234 cm
PUBLISHED BY: Information Age PublishingDATE PUBLISHED: 2019-08-13CITY: GENRE: BUSINESS & ECONOMICS / Customer RelationsWIDTH: 156 cmSPINE:
Book Themes:
Africa, Customer services
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
Robert E. Hinson, University of Ghana Business School, GhanaOgechi Adeola, Lagos Business School, Pan-Atlantic University, NigeriaKojo Oppong Nkrumah, Ministry of Information, GhanaCharles Agyinasare, Perez Chapel International, GhanaKwame Adom, University of Ghana Business School, GhanaAbednego Feehi Okoe Amartey, University of Professional Studies, Ghana
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.
Format: HardbackCONTRIBUTORS: Robert E. HinsonEAN: 9781641136860COUNTRY: United StatesPAGES: WEIGHT: 333 gHEIGHT: 234 cm
PUBLISHED BY: Information Age PublishingDATE PUBLISHED: 2019-08-13CITY: GENRE: BUSINESS & ECONOMICS / Customer RelationsWIDTH: 156 cmSPINE:
Robert E. Hinson, University of Ghana Business School, GhanaOgechi Adeola, Lagos Business School, Pan-Atlantic University, NigeriaKojo Oppong Nkrumah, Ministry of Information, GhanaCharles Agyinasare, Perez Chapel International, GhanaKwame Adom, University of Ghana Business School, GhanaAbednego Feehi Okoe Amartey, University of Professional Studies, Ghana
An amazing and detailed depiction of war, loss, survival and finding love despite it all. The characters are well fleshed out and flawed but deeply relatable. The actual story and premise of the book is brilliant, with plot twists you would never expect. Devastating and beautiful.
Bittersoet liefdesverhaal van onwaarskynlike pasmaats wat mekaar vind
Klopdans vir die hart, die nuwe Romanza uit die pen van René van Zyl, kon net so wel in die Inspirasie-subgenre tuis gewees het. Nie alleen is dit ’n bittersoet liefdesverhaal van twee onwaarskynlike pasmaats wat mekaar oor die loop van ’n week leer ken nie. Dit is ook vir Caitlin ’n ondersoekende reis na die Here, ’n proses om lewenslange verwerping en liefdeloosheid te bowe te kom.
Om dit ’n reisverhaal te noem, maak egter ook goeie sin. Caitlin en Aiden word deur die dominerende en hartelose matriarg van die Fitzgeralds, Ierland toe gestuur vir ’n wegbreek vir paartjies. Anders as wat dikwels gebeur wanneer die toneel verskuif na ’n ander land, word die leser hier nie verveel met eindelose skilder van die omgewing nie. Inteendeel, die bekoorlike omgewing word geïnkorporeer in die program van die wegbreekweek. Elke leser kan baie leer oor die huwelik uit die leidrade wat byvoorbeeld verskaf word vir die fietsreis deur die omgewing.
René van Zyl se liefde vir en kennis van Ierland, kastele en katedrale skemer deur in die oortuigende storielyn. So ook spreek die toneel van ’n pa en ’n gestremde seun uit eie ervaring.
As jy hierdie Romanza van Lapa Uitgewers aankoop, hetsy in gedrukte of e-formaat, sal dit geld baie goed gespandeer wees. Ek kan waarborg dat jy nie onaangeraak sal wees nie.
