Customer service intelligence: perspectives for human resources and training
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Oxford
Butterworth-Heinemann
2008
|
| Schlagworte: | |
| Online-Zugang: | FAW01 Volltext |
| Beschreibung: | 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. * 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. * Takes customer service training to a new level, viewing customer service as a complex social interaction Includes bibliographical references and index |
| Beschreibung: | xx, 187 pages |
| ISBN: | 9780750681902 075068190X 9780080554297 0080554296 128107151X 9781281071514 |
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| 500 | |a 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. * 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. * Takes customer service training to a new level, viewing customer service as a complex social interaction | ||
| 500 | |a Includes bibliographical references and index | ||
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Datensatz im Suchindex
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| author | Van der Wagen, Lynn |
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| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 |
| dewey-search | 658.812 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:51:29Z |
| institution | BVB |
| isbn | 9780750681902 075068190X 9780080554297 0080554296 128107151X 9781281071514 |
| language | English |
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| physical | xx, 187 pages |
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| publishDate | 2008 |
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| spelling | Van der Wagen, Lynn Verfasser aut Customer service intelligence perspectives for human resources and training Lynn Van Der Wagen Oxford Butterworth-Heinemann 2008 xx, 187 pages txt rdacontent c rdamedia cr rdacarrier 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. * 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. * Takes customer service training to a new level, viewing customer service as a complex social interaction Includes bibliographical references and index BUSINESS & ECONOMICS / Customer Relations bisacsh Customer services fast Customer services / Study and teaching fast Wirtschaft Customer services Customer services Study and teaching http://www.sciencedirect.com/science/book/9780750681902 Verlag URL des Erstveröffentlichers Volltext |
| spellingShingle | Van der Wagen, Lynn Customer service intelligence perspectives for human resources and training BUSINESS & ECONOMICS / Customer Relations bisacsh Customer services fast Customer services / Study and teaching fast Wirtschaft Customer services Customer services Study and teaching |
| title | Customer service intelligence perspectives for human resources and training |
| title_auth | Customer service intelligence perspectives for human resources and training |
| title_exact_search | Customer service intelligence perspectives for human resources and training |
| title_full | Customer service intelligence perspectives for human resources and training Lynn Van Der Wagen |
| title_fullStr | Customer service intelligence perspectives for human resources and training Lynn Van Der Wagen |
| title_full_unstemmed | Customer service intelligence perspectives for human resources and training Lynn Van Der Wagen |
| title_short | Customer service intelligence |
| title_sort | customer service intelligence perspectives for human resources and training |
| title_sub | perspectives for human resources and training |
| topic | BUSINESS & ECONOMICS / Customer Relations bisacsh Customer services fast Customer services / Study and teaching fast Wirtschaft Customer services Customer services Study and teaching |
| topic_facet | BUSINESS & ECONOMICS / Customer Relations Customer services Customer services / Study and teaching Wirtschaft Customer services Study and teaching |
| url | http://www.sciencedirect.com/science/book/9780750681902 |
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