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Author: Robert E. Hinson
Publisher: IAP
ISBN: 1641136871
Category : Business & Economics
Languages : en
Pages : 262
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Book Description
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. Praise for Customer Service Essentials: Lessons for Africa and Beyond "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
Author: Robert E. Hinson
Publisher: IAP
ISBN: 1641136871
Category : Business & Economics
Languages : en
Pages : 262
Get Book Here
Book Description
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. Praise for Customer Service Essentials: Lessons for Africa and Beyond "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
Author: Sarah Cook
Publisher: Kogan Page Publishers
ISBN: 0749462574
Category : Business & Economics
Languages : en
Pages : 290
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Book Description
Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.
Author: Marion Debruyne
Publisher: Kogan Page Publishers
ISBN: 0749471654
Category : Business & Economics
Languages : en
Pages : 263
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Book Description
A new set of organizations has discovered a new formula: they combine customer-centricity with innovative power. These organizations have created a completely outside-in approach to the market. Not driven by what they're good at, they start with the market and design their strategy around it, replacing practices of the past with a new set of capabilities which enable them to be ahead of the curve in discovering new market opportunities. Whereas the traditional value chain model regards the market as the end-outcome of the efforts of the organization, the reversed value chain model starts there. The customer is the starting point and the value chain is the result of understanding customer needs and requirements. Customer Innovation presents this unique case for developing the outside-in organization to drive your business success, combining market orientation with innovation to enable actionable positive change in the way your company does business. Winner of the Innovation and Entrepreneurship category of the 2015 CMI Management Book of the Year Awards, Customer Innovation provides every business with the framework it needs to combine customer focus with innovation to achieve success. It is packed with real world examples from a range of leading global companies including Disney, Coca-Cola, LEGO, Eurex, Netflix, KLM, Carglass, Komatsu, Callebaut and more to help you put market awareness at the heart of your business.
Author: Vivek Bindra
Publisher: Diamond Pocket Books Pvt Ltd
ISBN: 9351654443
Category : Business & Economics
Languages : en
Pages : 107
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Book Description
This high power motivational book intends to double your profits by offering Quality service. By reading this book, you can ensure high appraisals /incentives / perks with best industry practices. It also enables you to: • Gain and retain your internal & external customers • Increase effectiveness by connecting with your prospects • Gain a winning & collaborative edge amongst colleagues and competitors • Let your customers bring more customers • Strengthen your effectiveness by building trust in relations • Transform angry customers to happy customers • Listening reflectively for customer retention & delight • Unravel the secret to Quick and successful business expansion Who should read? This book can be picked up by: • Entrepreneurs / CEO's /CMO's/COOs/ HR Heads etc • Employees of all ranks of MNCs/PSUs/SMEs etc • Professionals like Doctors/CA's/Lawyers/Engineers/Teachers etc • Students from schools/colleges/universities and institutions or • Anyone who wants to achieve maximum professional excellence in minimum time
Author: Joe Allen
Publisher: Haymarket Books
ISBN: 164259217X
Category : Political Science
Languages : en
Pages : 202
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Book Description
“An incisive history” of how a bicycle messenger service in Seattle became a global behemoth, and the labor battles along the way (Dissent). We may see their trademark brown trucks everywhere today, but few people know the behind-the-scenes story of United Parcel Service and how it became one of America’s most admired companies. This book reveals how UPS managed to displace General Motors—the very symbol of American capitalism—to become the largest private-sector unionized employer in the United States; its long, tumultuous history with the International Brotherhood of Teamsters; and its effects on its workers and surrounding communities. It also explores the question of its future in the age of Amazon—as it battles to hold on to the throne of the Package King. “Get a copy of Allen’s book for yourself and then pass it on to a UPS driver the next time you get a delivery. She is part of the most organized section of what is possibly the most important industry in 21st-century capitalism, and the outcome of her story will have a lot to do with what our world looks like on the other side of this pandemic.” —Indypendent
Author: Warren Blanding
Publisher: Springer Science & Business Media
ISBN: 1461316456
Category : Business & Economics
Languages : en
Pages : 573
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Book Description
Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi vidual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought starters, friends and fellow-believers, for almost two decades. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.
Author: Alan Wilson
Publisher: McGraw Hill
ISBN: 1526847817
Category : Business & Economics
Languages : en
Pages : 539
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Book Description
Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.
Author: Emmanuel Danstan Chinunda
Publisher: Xlibris Corporation
ISBN: 1493138294
Category : Business & Economics
Languages : en
Pages : 199
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Book Description
Customer Service: The Kingpin of Business Success in Africa is a must read as it communicates how the power of customer service can revolutionise business on the African continent. The book uses proverbs and wise sayings to captivate the reader into action. The book captures both the African and Western experience to position the reader as a global player in the world of customer service. The book is a change agent and provides a platform how customer service can transform the African continent. The uniqueness of the book is that it uses both Western and African proverbs to help the reader to gain insight into the African culture. It stresses, motivates and inspires the reader to bring revolution to his or her world of service. You will surely bring transformation to your world after mastering the mysteries buried in this book. Its concepts are simple and easy to follow and drive you into business success.
Author: Adele Berndt
Publisher: Juta and Company Ltd
ISBN: 9780702161247
Category : Business & Economics
Languages : en
Pages : 220
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Book Description
Customer relations management (CRM) is about maintaining long-term customer relationships. This book looks at creating and managing customer relationships and how relationship marketing, applied throughout any organisation, can create new value to build the organisation for the long term. In order to achieve CRM, companies need to focus on customer retention, a high customer commitment and a long-term perspective. The book examines the changes in the practice of marketing and the solutions offered by relationship marketing. It also analyses the profound impact of technology and how it enables the business to focus on individual customers.
Author: Sarah Cook
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 228
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Book Description
As competitiveness increases, many organisations have realised that they cannot compete on price alone and have developed strategies for providing superior customer service. In this book Sarah Cook provides a comprehensive action plan
