Customer Service Intelligence (Hardcover)
Language: English
Published by Taylor & Francis Ltd, London, 2017
- Hardcover
- New
Seller: Grand Eagle Retail, Bensenville, IL, U.S.A.Grand Eagle Retail
AbeBooks seller since October 12, 2005
Condition: New
£ 232.05
Quantity: 1 available
Add to basketItem description from seller
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 trainers 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. Presents a wide range of management and educational theories that offer different approaches for the customer service trainer. This book features case studies and examples that bring customer service intelligence to life. Shipping may be from multiple locations in the US or from the UK, depending on stock availability.…
Seller Inventory # 9781138433465
- Title
- Customer Service Intelligence (Hardcover)
- Author
- Merilynn Van Der Wagen
- Publisher
- Taylor & Francis Ltd, London
- Publication year
- 2017
- Condition
- new
- Binding
- Hardcover
- Language
- English
- ISBN 10
- 1138433462
- ISBN 13
- 9781138433465
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Grand Eagle Retail
Bensenville, IL, U.S.A.
AbeBooks seller since October 12, 2005
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