CUSTOMER SERVICE INTELLIGENCE by Merilynn Van Der Wagen ( 9780750681902 )

Item Details

Title:

CUSTOMER SERVICE INTELLIGENCE
PERSPECTIVES FOR HUMAN RESOURCES AND TRAINING

By:

Merilynn Van Der Wagen

Format:

Paperback

List price:

£37.99

Our price:

£34.19

Discount:

10% off

You save:

£3.80

ISBN 10:

075068190X

ISBN 13:

9780750681902

Availability:

Usually dispatched within 1-3 weeks.

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Stock:

Currently 0 available

Publisher:

TAYLOR & FRANCIS LTD

Pub. date:

8 October, 2007

Pages:

208

Description:

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.

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 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.

Illustrations:

Illustrations

Publication:

Imprint:

Butterworth-Heinemann Ltd

Returns:

Returnable

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CUSTOMER SERVICE INTELLIGENCE