Customer Service Intelligence: Perspectives for Human Resources and Training - Hardcover

Van Der Wagen, Merilynn

Hardcover

ISBN 10: 1138433462 ISBN 13: 9781138433465

Publisher: Routledge, 2017

Synopsis

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.

About this title

About the Author

Lynn Van Der Wagen

Edition details

• Publisher: Routledge
• Publication date: 2017
• Language: English
• ISBN 10: 1138433462
• ISBN 13: 9781138433465
• Binding: Hardcover
• Edition number: 1
• Number of pages: 208