Customer Service Management in Africa: A Strategic and Operational Perspective

Customer Service Management in Africa: A Strategic and Operational Perspective emphasizes the importance of excellent customer service in the African context, with a focus on the changing consumer landscape, digital reality, and universal principles. The book provides insights into customer service strategy, systems, culture, skills, and experience, and addresses key questions about creating value for customers and stakeholders.

Format: Paperback / softback
Length: 360 pages
Publication date: 29 August 2022
Publisher: Taylor & Francis Ltd

Customer service is undergoing a significant transformation! The message conveyed by the 34 esteemed authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is crystal clear: Today's consumers have evolved from passive audiences to active participants who actively engage with businesses throughout the entire process of product or service design and delivery systems. Moreover, their demands and expectations are being shaped by evolving personal preferences, increased access to information, and the immersive digital reality we live in. The customer service principles, both strategic and operational, advocated by these authors are universal, but they hold particular relevance in the context of Africa's unique and dynamic operating environment.

In light of the immense importance of exceptional customer service, this comprehensive and timely book serves as an invaluable guide to the growing role of the customer in driving business success. This book explores the management and delivery of customer service across seven broad themes:

Customer Service as Shared Value: Recognizing the value that customer service brings to both businesses and their customers, this theme emphasizes the need for organizations to view customer service as a strategic asset and integrate it into their overall business strategy.

Customer Service Strategy: Providing a framework for developing effective customer service strategies, this theme explores how organizations can align their customer service efforts with their overall business objectives and create a competitive advantage.

Customer Service Systems: Examining the various systems and processes that support customer service, this theme focuses on the technology, infrastructure, and human resources required to deliver exceptional service.

Customer Service Style: Discussing the importance of personalized and engaging customer service, this theme explores how organizations can tailor their interactions with customers to meet their unique needs and preferences.

Customer Service Culture: Focusing on the role of culture in shaping customer service, this theme explores how organizations can foster a customer-centric culture that values and empowers employees to deliver exceptional service.

Customer Service Skills: Providing a comprehensive guide to developing and enhancing customer service skills, this theme covers communication, problem-solving, and emotional intelligence, among other essential skills.

Customer Experience: Advancing Customer Service in Africa: This theme explores the latest trends and best practices in customer experience management, with a particular emphasis on leveraging technology and digital channels to enhance customer satisfaction and loyalty.

Central questions posed and addressed throughout the book include:

What is the new definition of customer service management? How should organizations position themselves to create value for customers and stakeholders? How should employees project themselves to align with the customer service promises made by their organizations?

Overall, this book offers strategic and operational insights into effective customer service management in Africa. It provides a comprehensive framework for understanding the customer service landscape, developing effective strategies, and cultivating a customer-centric culture that drives business success. Whether you are a business executive, manager, or professional seeking to enhance your customer service skills, this book is a valuable resource that will help you navigate the complexities of the African market and deliver exceptional service to your customers.

Weight: 678g
Dimension: 176 x 252 x 23 (mm)
ISBN-13: 9781032400051