Customer Service Management in Africa : A Strategic and Operational Perspective (Paperback)

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.