Overview

This book is based on a compilation of Dorothy Tuma's weekly articles on customer service, published in Uganda's Daily Monitor as Dora's Diary for over three years. Ms. Tuma began writing these articles as a means of publically complimenting winners in customer service and complaining about losers. In addition to the articles, which are all real-life case studies, the book provides the theory behind key customer service principles as well as practical tools. Every reader will find this well-illustrated book engaging, practical and useful. This is an indispensable handbook and reference tool for anyone who interfaces with customers; in other words, for everyone who offers a product or a service.

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9781977578730

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Dorothy Tuma is passionate about excellence in serving customers. An enterprise development and international trade consultant, she is also the Founder of the Women's Center for Job Creation, where she helps women micro-entrepreneurs grow their businesses. She is Vice Chairperson Emeritus of Uganda Women Entrepreneurs Association Ltd. and chairs the East African Women in Business Platform. Prior to her development work, Ms. Tuma was a brand manager with Avery Dennison Corporation USA. She has a Bachelor of Science (Economics) degree from Makerere University Kampala, a Master of Business Administration from the Anderson School at the University of California, Los Angeles and a Master of Public Administration from the Harvard Kennedy School.

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