Customer service management in Africa : a strategic and operational perspective /: a strategic and operational perspective. (2020)

• Record Type: Book
• Further Information: Note: Edited by Robert Ebo Hinson, Ogechi Adeola, Terri Lituchy, Abednego Feehi Okoe Amartey.
• Editors: Hinson, Robert Ebo; Adeola, Ogechi; Lituchy, Terri R; Amartey, Abednego Feehi Okoe
• Contents: Acknowledgements. About the Contributors. Chapter 1 - Introduction to Customer Service Management: A Strategic and Operational Perspective. Chapter 2 - Who is A Customer? Chapter 3 - Defining a Customer-driven Organisation. Chapter 4 - Ethical Customer Service. Chapter 5 - An Institutional Economics-Led Model of Customer Service Strategy. Chapter 6 - Barriers to Implementing Customer Service Strategy. Chapter 7 - Customer Service Systems. Chapter 8 - Application of Digital Technology and Social Media to enhance Customer Service Experience. Chapter 9 - Technology and Social Media in Customer Service. Chapter 10 - Innovation and Customer Service. Chapter 11 - Entrepreneurial Customer Service. Chapter 12 - Leadership and Customer Service. Chapter 13 - Teamwork and Customer Service. Chapter 14 - Customer Service Training. Chapter 15 - Organisational Culture & Customer Service Delivery. Chapter 16 - Cultural Influence on Customer Service Delivery. Chapter 17 - Reward and Recognition Systems in Customer Service Organisations. Chapter 18 - Reward Systems & Customer Service Delivery Among Small And Medium Enterprises In Lagos State. Chapter 19 - Emotional Intelligence. Chapter 20 - Twenty Traits of Customer Service Champions. Chapter 21 - Professional Grooming. Chapter 22 - Presentation Skills. Chapter 23 - Advancing the Services Sector’s Potential in Africa Through Customer Experience: A Conceptual Perspective.
• Edition: 1st
• Publisher Details: New York : Productivity Press
• Publication Date: 2020
• Extent: 1 online resource, illustrations (black and white)
• Subjects: 658.812096; Customer services -- Africa -- Management
• Languages: English
• ISBNs: 9780429631948; 9780429633430; 9780429630453; 9780429031342
• Related ISBNs: 9780367143374
• Notes: Note: Includes bibliographical references and index.; Note: Description based on CIP data; resource not viewed.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.