Customer Service Intelligence

Book Name : Customer Service Intelligence

By by Merilynn Van Der Wagen

Sub Title : NA

Written by : by Merilynn Van Der Wagen

Subject Category : Academic Business

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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. Taylor and Francis; November 2007 ISBN 9781136412363 Read online, or download in secure PDF or secure EPUB format Title: Customer Service Intelligence Author: Merilynn Van Der Wagen Imprint: Routledge Subject categories Academic Business > Customer Service Business > Management Business > Marketing Business and Commerce > Business > Marketing. Distribution of products Professions and Applied Sciences Business > Training ISBNs 0080554296 9780750681902 9780080554297 9781136412363 9781136412318 9781136412356

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Academic Business - Customer Service Business - Management Business - Marketing Business and Commerce - Business - Marketing. Distribution of products Professions and Applied Sciences Business - Training

ISBN

0080554296 - 9780750681902 - 9780080554297 - 9781136412363 - 9781136412318 - 9781136412356

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Routledge