{"product_id":"customer-service-management-in-africa-a-strategic-and-operational-perspective","title":"Customer Service Management in Africa","description":"\u003cp\u003eCustomer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515)\u003c\/p\u003e\u003cp\u003e\"Customer Service is Changing!\" \u003c\/p\u003e\u003cp\u003eThe message of 34 authors featured in \u003cb\u003eCustomer Service Management in Africa: A Strategic and Operational Perspective \u003c\/b\u003eis 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 – \u003ci\u003estrategic and operational\u003c\/i\u003e – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. \u003c\/p\u003e\u003cp\u003eIn 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: \u003ci\u003eCustomer Service as Shared Value\u003c\/i\u003e, \u003ci\u003eCustomer Service Strategy\u003c\/i\u003e, \u003ci\u003eCustomer Service Systems\u003c\/i\u003e, \u003ci\u003eCustomer Service Style, Customer Service Culture, Customer Service Skills\u003c\/i\u003e and \u003ci\u003eCustomer Experience – Advancing Customer Service in Africa.\u003c\/i\u003e\u003c\/p\u003e\u003cp\u003eCentral 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? \u003c\/p\u003e\u003cp\u003eOverall, 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.\u003c\/p\u003e","brand":"Taylor \u0026 Francis Ltd","offers":[{"title":"Default Title","offer_id":54179202728280,"sku":null,"price":43.99,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0278\/1295\/4195\/files\/9781032400051_91b2a41e-d670-45df-aa0e-be7490815454.jpg?v=1777186858","url":"https:\/\/agendabookshop.com\/products\/customer-service-management-in-africa-a-strategic-and-operational-perspective","provider":"Agenda Bookshop","version":"1.0","type":"link"}