Overview
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.
This book title, Customer Service Intelligence, ISBN: 9780750681902, by Merilynn Van Der Wagen, published by Taylor & Francis (October 8, 2007) is available in paperback. Our minimum order quantity is 25 copies. All standard bulk book orders ship FREE in the continental USA and delivered in 4-10 business days.
Unlike Amazon and other retailers who may also offer Customer Service Intelligence books on their website, we specialize in large quantities and provide personal service, from trusted, experienced, friendly people in Portland, Oregon. We offer a Price Match Guarantee, and QuickQuote form, to make purchasing quick and easy.
Prefer to work with a human being when you order Customer Service Intelligence books in bulk? Our Book Specialists are standing by Monday-Friday 8-5 PST, ready to help!