The Fish Rots From the Head - Sebastian Richard Ssebaggala

The Fish Rots From the Head

Improve Your Customer Experience

Author: Sebastian Richard Ssebaggala

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USD 5.49

Why do organisations whose mission is to value customers so often deliver a poor customer experience? Should frontline staff always carry the blame when service fails? The Fish Rots from the Head goes beyond slogans, clichés and scapegoating to examine where service breaks down. Drawing on experience across Africa, this book highlights strong systems, clear accountability and valuing staff as key prerequisites for an excellent customer experience. This is not a book about smiling harder or offering more training. It explores why the way organisations are run matters, why complaining customers are your greatest resource, how technology must function as a partner and where to look when service failures appear entrenched.

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Business & Management