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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.
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.
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