Author: Robert Hinson
Publisher: CRC Press
ISBN: 0429633432
Category : Business & Economics
Languages : en
Pages : 361
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Book Description
Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.
Author: Renee Evenson
Publisher: Amacom Books
ISBN: 9780814429044
Category : Business & Economics
Languages : en
Pages : 226
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Book Description
A practical, hands-on guide for training customer service employees.
Author: William Howard Taft
Publisher:
ISBN:
Category : Legal ethics
Languages : en
Pages : 120
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Book Description
Author: Charles Garofalo
Publisher: Georgetown University Press
ISBN: 9780878407378
Category : Law
Languages : en
Pages : 212
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Book Description
Serving the public interest with integrity requires a moral perspective that can rise above the day-to-day pressures of the job. This book integrates Western philosophy's most significant ethical theories and merges them with public administration theory to provide public administrators with an explicit moral foundation for ethical decision making. Ethics in the Public Service reviews moral thought through the ages, from Plato to Rorty, and makes the philosophies of the more difficult thinkers accessible to both students and practitioners. Unifying seemingly disparate ethical positions, including those of Aristotle, Kant, and Mill, the authors defend the idea of objective moral truth and critique subjectivist views, refuting postmodernism and ethical relativism. Using their integrated objective approach, they tackle such dichotomies in public administration theory as bureaucracy vs. democracy, and they also examine a case study in an administrative setting. Offering a better understanding of moral dilemmas rather than a formula, this book presents scholars and practitioners with a framework that is both objective and flexible, theoretical and practical. This original synthesis provides a comprehensive basis for administrative thought and action.
Author: Marianna Fotaki
Publisher: Routledge
ISBN: 0429638876
Category : Business & Economics
Languages : en
Pages : 277
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Book Description
Care is a human ability we all need for growing and flourishing. It implies considering the needs and interests of others, and the quality of how we relate to each other is often defined by care. While the value of care in private life is widely recognized, its role in the public sphere is contested and subject to political debates. In work organizations, instrumentality frequently overrides considerations for colleagues’ and co-workers’ well-being, while relationships are often sacrificed in the service of performance and meeting organizational targets. The questions this volume attempts to address concerns the organizational conditions that make care flourish and how a caring organization functions in practice. Specifically, we examine what it means to care for each other and what enhances caring behaviours in organizations. The volume ultimately focuses on how caring relations can contribute to making organizations better places. In this perspective, care involves the recognition of, and the limitations of, work as a key aspect of personal and social identity. Because care exceeds the sphere of individual intimacy, the book will also centre on the necessity for building caring institutions through a political process that considers the needs, contributions, and prospects of many different actors. This book aims to contribute to academic discussions on care in organizations, care work, business and organizational ethics, diversity, caring leadership, well-being in organizations, and research ethics. Managers, consultants, policy-makers, and students will find reflections about the goodness of care in organizations, and guidance about the ethical and practical difficulties of pursuing the project of building caring organizations.
Author: Aric W. Dutelle
Publisher: CRC Press
ISBN: 1439891184
Category : House & Home
Languages : en
Pages : 224
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Book Description
Public service professionals government officials, those in the legal system, first responders, and investigators confront ethical issues every day. In an environment where each decision can mean the difference between life and death or freedom and imprisonment, deciding on an ethical course of action can pose challenges to even the most season
Author: Reginald L. Bell
Publisher: Business Expert Press
ISBN: 1606499734
Category : Business & Economics
Languages : en
Pages : 266
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Book Description
The first book of its kind to offer a unique functions approach to managerial communication, Managerial Communication explores what the communication managers actually do in business across the planning, organizing, leading, and controlling functions. Focusing on theory and application that will help managers and future managers understand the practices of management communication, this book combines ideas from industry experts, popular culture, news events, and academic articles and books written by leading scholars. All of the levels of communication (intrapersonal, interpersonal, group, organizational, and intercultural) play a role in managerial communication and are discussed thoroughly. The top, middle, and frontline communications in which managers engage are also addressed. Expounding on theories of communication, the authors relate them to the theories of management—such as crisis management, impression management, equity theory, and effective presentation skills. These are the skills that are invaluable to management.
Author: H. Scott Walker
Publisher: Jones & Bartlett Learning
ISBN: 1284171655
Category : Technology & Engineering
Languages : en
Pages : 362
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Book Description
Fire Service Ethics is the first textbook specifically developed to help fire service personnel deal with ethical dilemmas. Firefighters and fire service leaders will find benefit from this important tool to aid them in dealing with complex issues. No other profession places such discretionary burden on its practitioners as the fire service. The military, law enforcement, the medical profession, and legal profession all provide a robust set of ethical policies and guidelines to their members. Fire Service Ethics provides the foundation for creating ethical boundaries.Fire Service Ethics meets and exceeds the course outcomes and course objectives for the National Fire Academy FESHE Model Curriculum Bachelor’s (Non-Core) course called Fire Service Ethics (C0303). It is also well suited for fire officer and administration development programs. Section 1 of the book is entitled Foundations. Its four chapters are intended to provide the reader with the basic understanding of ethics necessary to master the material in the succeeding three sections. Chapter 1 is recommended for all readers, as it addresses the important questions of ethical relevance to the fire service. Chapters 2, 3 & 4 are grounded in academic approaches to ethics and are specifically intended to be used in college courses. The material within the sections encourages critical analysis of ethical systems, and understanding of the basics of human behavior.Section 2 of the book is entitled Ethics on The Line. Its chapters address issues directly related to rank-and-file firefighters, and company officers. The section also deals with diversity; first as an abstract concept, and then as it applies specifically to the fire service. Section 2 is intended to serve dual purposes. First, it is designed to be included in an academic curriculum aimed at future firefighters. Secondly, Section 2 - combined with Section 4 - encompasses the majority of material appropriate for inclusion in fire service training programs.Section 3 of the text is dedicated to Administrative Ethics. The chapters within the section explore ethics issues faced by fire chiefs and senior administrative personnel. Included within the section are chapters on the building and maintenance of an ethical work culture, the ethical responsibilities associated with administration, and finally, ethics laws. Section 3 - combined with Sections 1 and 4 - is especially appropriate for officer development programs and collegiate programs in fire administration.Section 4 of the book is entitled Applied Ethics. The three chapters within the section deal with the application of ethics on the personal and department level. Included within the section are chapters on ethical decision-making, mechanisms by which unethical behavior is engaged, and a review of current ethical issues affecting local fire departments. Section 4 is universal in its application and should be used in all collegiate programs, as well as in firefighter and fire
Author: Thomas C. Reischl
Publisher:
ISBN: 9780872182325
Category : Ethics
Languages : en
Pages : 124
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Book Description
Author: Marianne M. Jennings
Publisher: St. Martin's Press
ISBN: 1466824255
Category : Business & Economics
Languages : en
Pages : 552
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Book Description
Do you want to make sure you · Don't invest your money in the next Enron? · Don't go to work for the next WorldCom right before the crash? · Identify and solve problems in your organization before they send it crashing to the ground? Marianne Jennings has spent a lifetime studying business ethics---and ethical failures. In demand nationwide as a speaker and analyst on business ethics, she takes her decades of findings and shows us in The Seven Signs of Ethical Collapse the reasons that companies and nonprofits undergo ethical collapse, including: · Pressure to maintain numbers · Fear and silence · Young 'uns and a larger-than-life CEO · A weak board · Conflicts · Innovation like no other · Belief that goodness in some areas atones for wrongdoing in others Don't watch the next accounting disaster take your hard-earned savings, or accept the perfect job only to find out your boss is cooking the books. If you're just interested in understanding the (not-so) ethical underpinnings of business today, The Seven Signs of Ethical Collapse is both a must-have tool and a fascinating window into today's business world.
