Customer Service Intelligence: Perspectives for Human Resources and Training

ISBN-13: 9780750681902 / Angielski / Miękka / 2007 / 208 str.

Merilynn Van Der Wagen

Opis

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. It takes customer service training to a new level, viewing customer service as a complex social interaction.

Spis treści

Training Design
Marketing
Emotional Intelligence
Reinforcement Theory
Leadership and Motivation
Competency Based Training
Developing Expertise
Sociocultural Perspectives
Activity Theory
Mindfulness
Conclusion

O autorze

Lynn Van Der Wagen