Perspectives for human resources and training To order this title, and for more information, click here
By Merilynn Van Der Wagen
Description 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.
Audience
Primary readership: Training and HR professionals; Senior managers working within a customer service environment
Secondary readership:
Supplementary reading for masters programmes in Training/HRD; Human Resource Management; Organizational Development, Education and Marketing.
Contents Training Design
Marketing
Emotional Intelligence
Reinforcement Theory
Leadership and Motivation
Competency Based Training
Developing
Expertise
Sociocultural Perspectives
Activity Theory
Mindfulness
Conclusion
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