Detail Customer Service Intelligence: Perspectives for Human Resources and Training Bibliografi Author: Wagen, Merilynn Van Der ; Wagen, Lynn Van der Topik: Business & Economics; Customer Service; Psychology; Emotions; Study and teaching Bahasa: (EN )     Penerbit: Butterworth-Heinemann     Tempat Terbit: Burlington    Tahun Terbit: 2008     Jenis: Books - E-Book Fulltext: Customer Service Intelligence - Perspective for Human Resources and Training (2008).pdf (4.88MB; 30 download) Abstract 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 trainers 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. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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