Customer Service Essentials

Robert E. Hinson, University of Ghana Business School, GhanaOgechi Adeola, Lagos Business School, Pan-Atlantic University, NigeriaKojo Oppong Nkrumah, Ministry of Information, GhanaCharles Agyinasare, Perez Chapel International, GhanaKwame Adom, University of Ghana Business School, GhanaAbednego Feehi Okoe Amartey, University of Professional Studies, Ghana

This book captures service excellence by detailing out in a most explicit manner essential services dynamics of Responsiveness, Accessibility, Tangibles, Empathy and Reliability. I highly recommend it!"" — Esi Elliot Assistant Professor, Marketing Suffolk University, Boston, MA""I am very impressed with this book and excited to see the topics being discussed in the Chapters are geared toward quality customer service in Africa. All the chapters are superbly written, relevant to the African context and above all, the authors cover incredibly interesting topics and support them with pertinent cases. Bringing together such fine minds in the field, this book is useful and a must for anyone serious about customer service, service branding and the need to respect the customer."" — Charles Blankson Professor of Marketing College of Business University of North Texas""Hinson and colleagues have skillfully put together a useful collection of new perspectives on modern customer service essentials with an African and global perspective. This is a highly recommended text for students and practitioners."" — Ellis L.C. Osabutey, Reader Roehampton University Business School, United Kingdom

• Foreword.Preface.Acknowledgments.Chapter 1. Introducing the Customer.Chapter 2. Strategic Planning in Customer Service.Chapter 3. Understanding the Nuances of Services.Chapter 4. Critical Skills for Service Champions.Chapter 5. Managing Customers.Chapter 6. Handling Customer Complaints and Service Failures.Chapter 7. Building a Solid Brand Using Customer Service.Chapter 8. Professional Customer Service Communications and Grooming.Chapter 9. Social Media and Customer Service.Chapter 10. Customer Service Supervision.References.About the Authors.