New Generation Customer Service: The True Costs of Customer Service

The author presents customer service as the nerve centre of any business. The evolution of the Customer Service function is extensively discussed. It helps readers grasp the customer service journey. Throughout, the book stresses the strategic importance of customer service to the survival of an organisation. This is a clear reminder that without a customer, there is no business. In-depth analysis and key aspects of customer interactions are extensively covered. The book reveals and quantify the costs of customer service, a key managerial tool for informed customer service investment decisions. Consumer protection is equally covered and distinguished from customer service. The key functions and activities of the Customer Service Department are extensively covered for those seeking guidance on establishing such departments. Guided by the values of the Ubuntu philosophy, the book addresses key customer management issues, stimulate thinking and encourage the design of customer friendly systems for competitive advantage. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master’s degree students, and executives who want a detailed and conceptually sound insight into the field of customer service. The text adopts a logical flow starting with the basics and progressing smoothly to more complex and current issues.