1st Edition

Customer Service Intelligence

By Merilynn Van Der Wagen Copyright 2008
    208 Pages
    by Routledge

    208 Pages
    by Routledge

    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.

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

    Biography

    Lynn Van Der Wagen