Customer service essentials : lessons for Africa and beyond

"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 car...

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Bibliographic Details
Main Authors Hinson, Robert (Author), Adeola, Ogechi (Author), Nkrumah, Kojo Oppong (Author), Agyinasare, Charles (Author), Adom, Kwame (Author), Amartey, Abednego Feehi Okoe (Author)
Format Electronic eBook
LanguageEnglish
Published Bingley, U.K : Emerald Publishing Limited : Information Age Publishing, 2019.
Subjects
Customer services > Africa.
Customer loyalty > Africa.
Business & Economics > Customer Relations.
Customer services.
elektronické knihy
electronic books
Online AccessFull text
ISBN9781806606450
DOI10.1108/978-1-64113-687-7
Physical Description1 online resource (xi, 247 pages)

Cover

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043 |a f------ 
080 |a 331.5 
082 0 4 |a 658.8/12  |2 23 
100 1 |a Hinson, Robert  |q (Robert Ebo),  |e author. 
245 1 0 |a Customer service essentials :  |b lessons for Africa and beyond /  |c Robert E. Hinson, Ogechi Adeola, Kojo Oppong Nkrumah, Charles Agyinasare, Kwame Adom, Abednego Feehi Okoe Amartey. 
264 1 |a Bingley, U.K :  |b Emerald Publishing Limited :  |b Information Age Publishing,  |c 2019. 
264 4 |c ©2019 
300 |a 1 online resource (xi, 247 pages) 
336 |a text  |b txt  |2 rdacontent 
337 |a computer  |b c  |2 rdamedia 
338 |a online resource  |b cr  |2 rdacarrier 
504 |a Includes bibliographical references (pages 227-235) and indexes. 
505 0 |a 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. 
506 |a Plný text je dostupný pouze z IP adres počítačů Univerzity Tomáše Bati ve Zlíně nebo vzdáleným přístupem pro zaměstnance a studenty 
520 |a "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"--  |c Provided by publisher. 
588 0 |a Print version record. 
650 0 |a Customer services  |z Africa. 
650 0 |a Customer loyalty  |z Africa. 
650 7 |a Business & Economics  |x Customer Relations.  |2 bisacsh 
650 7 |a Customer services.  |2 thema 
655 7 |a elektronické knihy  |7 fd186907  |2 czenas 
655 9 |a electronic books  |2 eczenas 
700 1 |a Adeola, Ogechi,  |e author.  
700 1 |a Nkrumah, Kojo Oppong,  |e author.  
700 1 |a Agyinasare, Charles,  |e author. 
700 1 |a Adom, Kwame,  |e author. 
700 1 |a Amartey, Abednego Feehi Okoe,  |e author. 
776 0 8 |i Print version:  |z 9781641136860 (hardback)  |z 9781641136853 (paperback) 
776 0 8 |i PDF version:  |z 9781641136877 
856 4 0 |u https://proxy.k.utb.cz/login?url=https://doi.org/10.1108/978-1-64113-687-7 

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