1st Edition

Customer Service Intelligence

ISBN 9780750681902
Published November 12, 2007 by Routledge
208 Pages

USD $46.95

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Book 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
Emotional Intelligence
Reinforcement Theory
Leadership and Motivation
Competency Based Training
Developing Expertise
Sociocultural Perspectives
Activity Theory

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