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portada Customer Service Intelligence
Type
Physical Book
Author
Publisher
Language
English
Pages
208
Format
Hardcover
ISBN13
9781138433465
Categories

Customer Service Intelligence

Merilynn Van Der Wagen (Author) · Routledge · Hardcover

Customer Service Intelligence - Van Der Wagen, Merilynn

New Book Imported to Netherlands
Delivery: 07 Oct - 09 Oct Shipping: 13 to 14 business days.
€ 285,67
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€ 285,67

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Synopsis "Customer Service Intelligence"

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.

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