Customer Service Essentials

Lessons for Africa and Beyond

Robert E. Hinson, University of Ghana Business School
Ogechi Adeola, Lagos Business School, Pan-Atlantic University
Kojo Oppong Nkrumah, Ministry of Information, Ghana
Charles Agyinasare, Perez Chapel International, Ghana
Kwame Adom, University of Ghana Business School, Ghana
Abednego Feehi Okoe Amartey, University of Professional Studies, Accra

Published 2019

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
Roehampton University Business School
United Kingdom

Foreword. Preface. Acknowledgments. CHAPTER 1: Introducing the Customer. CHAPTER 2: Strategic Planning in Customer Service. CHAPTER 3: Understanding the Nuances of Services. CHAPTER 4: Critical Skills for Service Champions. CHAPTER 5: Managing Customers. CHAPTER 6: Handling Customer Complaints and Service Failures. CHAPTER 7: Building a Solid Brand Using Customer Service. CHAPTER 8: Professional Customer Service Communications and Grooming. CHAPTER 9: Social Media and Customer Service. CHAPTER 10: Customer Service Supervision. References. About the Authors.