eBook - ePub

Customer Service Intelligence

Name: Customer Service Intelligence
Author: Merilynn Van Der Wagen

Merilynn Van Der Wagen,

208 pages
English
ePUB (mobile friendly)
Available on iOS & Android

eBook - ePub

Customer Service Intelligence

Merilynn Van Der Wagen,

About this book

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.

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Yes, you can access Customer Service Intelligence by Merilynn Van Der Wagen in PDF and/or ePUB format, as well as other popular books in Business & Business General. We have over one million books available in our catalogue for you to explore.