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

Table of 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.

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