Buch, Englisch, 208 Seiten, Format (B × H): 189 mm x 246 mm, Gewicht: 454 g
Buch, Englisch, 208 Seiten, Format (B × H): 189 mm x 246 mm, Gewicht: 454 g
ISBN: 978-1-138-43346-5
Verlag: Taylor & Francis Ltd
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 intelligencebehaviour modificationrole modellingdimensions of procedure and convivialityexpectancy theorysocio-cultural concepts of (service) communitycustomer service as dynamic 'object' in activity theoryZen 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.
Zielgruppe
Professional Practice & Development
Autoren/Hrsg.
Weitere Infos & Material
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;
