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.

This book explores the issues around small business and entrepreneurial activities in Africa within the context of frequent collapse of businesses, seizures by governments, lack of access to capital and raw materials as well as the reliance on the informal sector. All these issues, the Editors argue, have been exacerbated by the advent of the COVID-19 pandemic. However, entrepreneurship must be at the heart of efforts to transform Africa’s economic prospects to ensure sustained economic growth and decent work for all. In looking at the development of entrepreneurship for Africa’s growth, contributors to this edited collection take an evolutionary approach by focusing on entrepreneurial intentions (where entrepreneurial ideas are formed), customer management (which is central to all entrepreneurial business success) and by also focusing on local and entrepreneurial business development. The book then ends with a discussion around technological innovations in small business development in Africa. Covering topics such as social entrepreneurship, international joint ventures and the impact of digital platforms, this conceptual path provides rich contemporary insights for students, researchers, and policy makers and contributes to the achievement of SDG 8 targets.

The progress of several businesses was severely challenged through the advent of the COVID-19 pandemic with several businesses collapsing globally. Apart from the pandemic, the business posture and dynamics of yesteryear has significantly changed as the way business is conducted today, especially in this era of industry 4.0 and the proliferation of technological assisted mechanisms have created a new environment for doing business. Comparatively, yesterday’s businesses seemed to have been in the “dark” keeping to limited geographical locations, contacts and markets but business today with the technological boom, has created a global village with the advent of the worldwide web and social media which is redefining the way business in conducted especially in product and service development, marketing and publicity, customer attraction and retention, scouting and recruitment and so on. This book responds to contemporary calls for new ways of managing businesses with practitioner-oriented discourses on topical issues like business environments and how modern businesses can thrive in same. It discusses in some detail the general composition of business environments, specific factors that influence the operations and decisions of a business within its environment, the level of control businesses have over the factors that operate within the business environment and the need for businesses to be proactive and to strategize in order to take advantage of the opportunities the business environment presents as while minimizing the negative effects some factors also present. The book provides practical applications whilst not losing sight of the theoretical underpinnings. Case studies have been provided to elucidate the theories learnt and provide practical application to real life situations. Written in easy non-technical language, the book also has practice questions at the end making it an easy instructional manual for business owners worldwide. It is also a brilliant text for introductory students of business administration and management, and covers important business areas like types of business ownership and how to start a business.

The progress of several businesses was severely challenged through the advent of the COVID-19 pandemic with several businesses collapsing globally. Apart from the pandemic, the business posture and dynamics of yesteryear has significantly changed as the way business is conducted today, especially in this era of industry 4.0 and the proliferation of technological assisted mechanisms have created a new environment for doing business. Comparatively, yesterday’s businesses seemed to have been in the “dark” keeping to limited geographical locations, contacts and markets but business today with the technological boom, has created a global village with the advent of the worldwide web and social media which is redefining the way business in conducted especially in product and service development, marketing and publicity, customer attraction and retention, scouting and recruitment and so on. This book responds to contemporary calls for new ways of managing businesses with practitioner-oriented discourses on topical issues like business environments and how modern businesses can thrive in same. It discusses in some detail the general composition of business environments, specific factors that influence the operations and decisions of a business within its environment, the level of control businesses have over the factors that operate within the business environment and the need for businesses to be proactive and to strategize in order to take advantage of the opportunities the business environment presents as while minimizing the negative effects some factors also present. The book provides practical applications whilst not losing sight of the theoretical underpinnings. Case studies have been provided to elucidate the theories learnt and provide practical application to real life situations. Written in easy non-technical language, the book also has practice questions at the end making it an easy instructional manual for business owners worldwide. It is also a brilliant text for introductory students of business administration and management, and covers important business areas like types of business ownership and how to start a business.

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.