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Customer Service Management in Africa
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 autho...
Customer Service Essentials
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 th...
Sales Management
In a fast-moving era of increased international competition, frontier markets must devise innovative ways to meet demanding sales targets and maintain profitability. These efforts will only succeed when local businesses abandon the concept of sales as a checklist of persuasive arguments that lead a customer to make a purchase and accept that building enduring customer relationships is the key to achieving sales goals. To understand what it means to sell successfully, sales representatives must develop a solid foundation in selling skills and an understanding of the critical elements needed to achieve sales goals. By delving into the foundational concepts related to leveraging sales as a tool...
Customer Service Management in Africa
"Customer service management the world over is dynamic, with companies transitioning from a transactional to a more strategic view of the customer. Customers have evolved and transformed from 'passive audiences' to 'active players.' Consequently, businesses are moving away from the old industry model that sees value as created from goods and services to a new model where value is created by experiences. Today, customers engage in dialogue with businesses at each stage of product design and product delivery. This dialogue is an interactive process of learning together. Together, businesses and customers create value through customized, co-produced offerings. This co-creation of value help fir...
The Bloody Ingrate
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Charles Borromeo: Selected Orations, Homilies and Writings
Charles Borromeo (1538-1584) became the driving force of reform within the Catholic Church in the wake of the Council of Trent following the Protestant Reformation and the primary reason Trent's dramatic reforms were successful. His remarkable accomplishments in Milan as Archbishop became the model of reform for the rest of Western Europe. Change is never easy, but St. Charles' approach – deeply biblical, personal, practical and centered on Christ – offers a road map of reform, even for today. Now for the first time in over 400 years a significant selection of his works appears in the English language. Chapter 1 offers three orations that St Charles gave as Archbishop of Milan to the other Bishops. These texts were among those that Pope Paul VI sent out to the Bishops of the world in 1963 during Vatican II. Chapter 2 contains a selection of homilies on the Eucharist and is followed by a collection of texts that treat the reform of the clergy. The final chapter presents Borromeo's efforts at mobilizing the laity in their own reform. This translation is intended to be faithful to Borromeo's Latin or Italian texts rendered into contemporary English.
The Architecture of Edwin Maxwell Fry and Jane Drew
Maxwell Fry and Jane Drew were pioneers of Modern Architecture in Britain and its former colonies from the late 1920s through to the early 1970s. As a barometer of twentieth century architecture, their work traces the major cultural developments of that century from the development of modernism, its spread into the late-colonial arena and finally, to its re-evaluation that resulted in a more expressive, formalist approach in the post-war era. This book thoroughly examines Fry and Drew's highly influential 'Tropical Architecture' in West Africa and India, whilst also discussing their British work, such as their post World War II projects for the Festival of Britain, Harlow New Town, Pilkington Brothers’ Headquarters and Coychurch Crematorium. It highlights the collaborative nature of Fry and Drew's work, including schemes undertaken with Elizabeth Denby, Walter Gropius, Denys Lasdun, Pierre Jeanneret and Le Corbusier. Positioning their architecture, writing and educational endeavours within a wider context, this book illustrates the significant artistic and cultural contributions made by Fry and Drew throughout their lengthy careers.
Enhancing Customer Experience in the Service Industry
This book provides a new and definitive overview of customer experience and how it can be managed and enhanced in one of the most dynamic industries in the world—the service industry. Its highly qualified international team of contributors ensures that it adopts a global perspective, and clearly outlines the key theoretical perspectives of customer experience, covering customer experience both from demand and supplier perspectives. Fully informed by the latest research, it explores different country contexts and how they impact upon the customer experience; investigates the social, cultural and economic dimensions of customer experience; provides case studies from a wide range of service industry sectors; and includes industry perspectives and examples.
Serving Ghana
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