Asking 5 times why may be required when the answer lead nowhere and a reformulation or adifferent perspective/point of view may be needed to tackle the problem. Cases: Hello Africa:Hello Africa is a paper written by David Parker and a fellow student Joanne Deguerre on the current and potential growth of mobile technology and e service in Africa. In this paper the author tends to give a deep analysis of the potential market and their customers. In fact, the paper is showing that the African demography is for its majority youngwich make a prosper market and potential client in the long term run. Moreover, young population are craving for new technologies and the explosion of the mobile phone industry in Africa results of an increasing average monthly salary per habitant as well as a drop-in term of cost to acquire a mobile phone a mobile plan with sufficient data. Moreover, the African market is getting stronger because the competitiveness between African countries has dropped and they are now trying to manage their resources and future growth together. However African continent is still lacking of infrastructures in many ways which are impactingthe logistics supply chains to deliver goods and services to the end of the chains, the customer. This is due to internal threat such as political instability, corruption and lack of governmental law which lead to not attract foreign direct investment (FDI) and can be seen as an external threat or opportunity if African countries could tackle the issues they are facing. The paper is depicting the current African market growth of mobile technology and e service under the shape of a SWOT. Defining the strengths, weaknesses, opportunities and threats of
the African markets. It also mentions that African researchers are using tools for themselves to improve service operations performance and processes for tomorrow African market. Kick Ass Customer Service: This paper from the Harvard Business School give real insight about today Customer Service industry. With the digitalization of service and the access to smartphone and data from most of the people service that was done manually by workers are now self-processed by customers themselves (e.g. bank transfer, courier by email, buying flight tickets etc.). Customer service didn’t escape from that change. Has self-services getting more and more complexes and required knowledges and skills frontline workers in the customer service department need to be highly trained and be multi-tasking, respond quickly and accurately to face customer more and more demanding over the time. While most of customer service representative tends to be emphasized. Emphasizer are caring about other, are good listener and are service orientated which are for manager the good fit to answer customers needs.