Customer Service Intelligence: 1st Edition (Paperback) book cover

Customer Service Intelligence

1st Edition

By Merilynn Van Der Wagen

Routledge

208 pages

Purchasing Options:$ = USD
Paperback: 9780750681902
pub: 2007-10-08
$44.95
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Hardback: 9781138433465
pub: 2017-07-11
$195.00
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Description

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 intelligence
• behaviour modification
• role modelling
• dimensions of procedure and conviviality
• expectancy theory
• socio-cultural concepts of (service) community
• customer service as dynamic 'object' in activity theory
• Zen 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.

Table of Contents

Training Design
Marketing
Emotional Intelligence
Reinforcement Theory
Leadership and Motivation
Competency Based Training
Developing Expertise
Sociocultural Perspectives
Activity Theory
Mindfulness
Conclusion

Subject Categories

BISAC Subject Codes/Headings:
BUS000000
BUSINESS & ECONOMICS / General
BUS041000
BUSINESS & ECONOMICS / Management