In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge. • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve.
Despite regionalism having developed into a global phenomenon, the European Union (EU) is still more often than not presented as the ’role-model of regionalism’ whose institutional designs and norms are adopted by other regional actors and organizations as part of a rather passive ’downloading process’. Reaching beyond such a Eurocentric perception, Mapping Agency provides an empirically rich ’African perspective’ on regionalisms in Sub-Saharan Africa. It adopts an actor-centred approach but departs from a rather simplified understanding of agency as exerting power and instead scrutinizes to what extent actors actually participate in or are excluded from processes of regionalism. The value of this volume derives from the inclusion of historical dimensions, its open multi-actor approach to both formal and informal processes and its comparative perspective within but also beyond Sub-Saharan Africa. The chapters offer a multifaceted picture of agency beyond disciplinary divides where the EU is one actor amongst many and where local, national, regional and global state and non-state actors shape - and sometimes break - processes of regionalisms in Sub-Saharan Africa.
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