The Fish Rots from the Head takes the bull by the horns and addresses the challenges of poor customer service in Africa. The writer comes from Uganda but raises service challenges one sees everywhere on the African continent, often in establishments that lay claim to international accreditation.
The Fish Rots from the Head 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.
The Fish Rots from the Head 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.
This book not only sheds light on the causes (often unseen) of poor customer service, but also best practice and practical solutions. All the case studies in the publication are from the writer’s personal experience which gives the book the authority and authenticity of a native observer.
This is a book intended for decision makers, managers, entrepreneurs, human resources practitioners, anyone studying administration and/or customer relationship management and those already struggling with how to improve seemingly intractable customer service standards in organizations that are already up and running.
The Fish Rots from the Head 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.
The Fish Rots from the Head 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.
This book not only sheds light on the causes (often unseen) of poor customer service, but also best practice and practical solutions. All the case studies in the publication are from the writer’s personal experience which gives the book the authority and authenticity of a native observer.
This is a book intended for decision makers, managers, entrepreneurs, human resources practitioners, anyone studying administration and/or customer relationship management and those already struggling with how to improve seemingly intractable customer service standards in organizations that are already up and running.
