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.