Customer Service Intelligence - Perspectives for Human Resources and Training (Hardcover)

Customer Service Intelligence uses a wide range of management and educational theories to provide different approaches that can be incorporated as part of the customer service trainer's toolkit. Concepts such as:emotional intelligencebehaviour modificationrole modellingdimensions of procedure and convivialityexpectancy theorysocio-cultural concepts of (service) communitycustomer service as dynamic 'object' in activity theoryZen mindfulness all form the basis of training design in different contexts. Some trainers are dealing with new employees in fast food environments, others are retraining engineers in customer service provision as part of a strategic marketing initiative. This book enables the trainer to review the context for training and select the most appropriate approach to take. The training design is thus carefully thought through for maximum impact on the audience. Professionalism in customer service training is essential for the growth of many industries. This complex and challenging task is assisted by these perspectives, recommendations and case studies.

General

Imprint:	Routledge
Country of origin:	United Kingdom
Release date:	July 2017
First published:	2008
Authors:	Merilynn Van Der Wagen
Dimensions:	246 x 189mm (L x W)
Format:	Hardcover
ISBN-13:	978-1-138-43346-5
Categories:	Books > Business & Economics > Economics > General Books > Business & Economics > Business & management > Sales & marketing > General Books > Business & Economics > Industry & industrial studies > Service industries > General Promotions
LSN:	1-138-43346-2
Barcode:	9781138433465

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