Customer service essentials : lessons for Africa and beyond / Robert E. Hinson, Ogechi Adeola, Kojo Oppong Nkrumah, Charles Agyinasare, Kwame Adom, Abednego Feehi Okoe Amartey.

Format:

Book

Author/Creator:

Hinson, Robert (Robert Ebo), author.

Adeola, Ogechi, author. .

Nkrumah, Kojo Oppong, author. .

Agyinasare, Charles, author.

Adom, Kwame, author.

Amartey, Abednego Feehi Okoe, author.

Language:

English

Subjects (All):

Customer services--Africa.

Customer services.

Customer loyalty--Africa.

Customer loyalty.

Physical Description:

1 online resource (262 pages)

Place of Publication:

Charlotte, NC : Information Age Publishing, Inc., [2019]

Summary:

"Customer Service Essentials: Lessons for Africa and Beyond is written with the understanding that successful organizations build a base of loyal customers who provide repeat business and positively influence potential customers. Building positive relationships with loyal customers requires careful planning of the service experience and paying due attention to service delivery at all customer touch points. This is the key focus of this book"-- Provided by publisher.

Contents:

Foreword

Preface

Acknowledgments

Chapter 1. Introducing the customer

Chapter 2. Strategic planning in customer service

Chapter 3. Understanding the nuances of services

Chapter 4. Critical skills for service champions

Chapter 5. Managing customers

Chapter 6. Handling customer complaints and service failures

Chapter 7. Building a solid brand using customer service

Chapter 8. Professional customer service communications and grooming

Chapter 9. Social media and customer service

Chapter 10. Customer service supervision

References

About the authors.

Notes:

Includes bibliographical references (pages 227-235) and indexes.

Print version record.

ISBN:

1-64113-687-1