Customer Service Intelligence

1st Edition

Perspectives for human resources and training

Authors: Merilynn Van Der Wagen
Paperback ISBN: 9780750681902
Imprint: Butterworth-Heinemann
Published Date: 8th October 2007
Page Count: 208


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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.

Key Features

  • 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.


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.

Table of 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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© Butterworth-Heinemann 2007
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About the Author

Merilynn Van Der Wagen