"Customer Service Essentials: Lessons for Africa and Beyond is written with the understanding that successful organizations build a base of loyal customers who provide repeat business and positively influence potential customers. Building positive relationships with loyal customers requires...

It happened at Happy's: a customer service horror story -- The loyalty factor : customer satisfaction is not good enough! -- Customers only want two things : the secret sauce of service -- Solve my problem : the foundational purpose of all business -- Leave me feeling great about the experience!...