This book will shed light on the causes (often unseen) of poor customer service and give best practices and practical solutions. It will guide you on how to address the challenges of poor customer service in Africa. The author raises service challenges one sees everywhere on the African continent, often in establishments that lay claim to international accreditation.
This book is important because it attempts to approach the age-old challenge of customer relations management from an African point of view - specifically by illustrating that part of the problem is with cut and paste training programs as well as importing physical labor and standards that pay limited heed to the cultural mores of the natives.
This book also is important because it acknowledges that by the time the customer encounters unsatisfactory service, the problem already lies elsewhere - with management. There is nothing new about this; what is new is admitting it in an African setting where it is always assumed that to invest money in setting up a business means that one is the owner of all wisdom.
