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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.
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 for
organisational profit, the authors give readers important insights
into the critical elements of the sales process, including
consultative selling, sales force management, qualities of
effective leadership in sales, and the use of technological tools
such as Customer Relationship Management (CRM) and Sales Force
Automation (SFA) systems. This book includes insightful
contributions from leading sales and marketing practitioners across
the continent of Africa on characteristics of successful
salespeople and how to recruit them, the crucial role of sales
leadership, sales team training methods and strategies for
developing customer relationship management programs. Case studies
tie theory to practice and short quizzes help readers test their
understanding of the material. Written in an accessible and
reader-friendly format, this book is primarily aimed at
undergraduate students with a secondary audience comprised of
postgraduate students and business practitioners.
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.
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 for
organisational profit, the authors give readers important insights
into the critical elements of the sales process, including
consultative selling, sales force management, qualities of
effective leadership in sales, and the use of technological tools
such as Customer Relationship Management (CRM) and Sales Force
Automation (SFA) systems. This book includes insightful
contributions from leading sales and marketing practitioners across
the continent of Africa on characteristics of successful
salespeople and how to recruit them, the crucial role of sales
leadership, sales team training methods and strategies for
developing customer relationship management programs. Case studies
tie theory to practice and short quizzes help readers test their
understanding of the material. Written in an accessible and
reader-friendly format, this book is primarily aimed at
undergraduate students with a secondary audience comprised of
postgraduate students and business practitioners.
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