Customer Service Intelligence: Perspectives for Human Resources and Training

ISBN-13: 9781138433465 / Angielski / Twarda / 2017

Merilynn Van Der Wagen

Opis

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.

Spis treści

Chapter 1 Training Design; Chapter 2 Services Marketing; Chapter 3 Emotional Intelligence; Chapter 4 Reinforcement Theory; Chapter 5 Leadership and Motivation; Chapter 6 Competency-Based Training; Chapter 7 Developing Expertise; Chapter 8 Sociocultural Perspectives; Chapter 9 Activity Theory; Chapter 10 Zen and Mindfulness; Chapter 11 Conclusion;

O autorze

Lynn Van Der Wagen