Customer Service Intelligence
Perspectives for human resources and training
- 1st Edition - November 13, 2007
- Latest edition
- Author: Merilynn Van Der Wagen
- Language: English
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… Read more
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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.
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.
* A wide range of management and educational theories provide different approaches for the customer service trainer
* Case studies and examples bring customer service intelligence to life.
* Takes customer service training to a new level, viewing customer service as a complex social interaction.
* Case studies and examples bring customer service intelligence to life.
* Takes customer service training to a new level, viewing customer service as a complex social interaction.
Primary readership: Training and HR professionals; Senior managers working within a customer service environment
Secondary readership: Supplementary reading for masters programmes in Training/HRD; Human Resource Management; Organizational Development, Education and Marketing.
Secondary readership: Supplementary reading for masters programmes in Training/HRD; Human Resource Management; Organizational Development, Education and Marketing.
Training Design
Marketing
Emotional Intelligence
Reinforcement Theory
Leadership and Motivation
Competency Based Training
Developing Expertise
Sociocultural Perspectives
Activity Theory
Mindfulness
Conclusion
Marketing
Emotional Intelligence
Reinforcement Theory
Leadership and Motivation
Competency Based Training
Developing Expertise
Sociocultural Perspectives
Activity Theory
Mindfulness
Conclusion
- Edition: 1
- Latest edition
- Published: November 13, 2007
- Language: English
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