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Customer Service Intelligence: Perspectives for human resources and Training

By Merilynn Van Der Wagen
eBook
$40.95
By Merilynn Van Der Wagen
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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 train...

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BusinessMarketing & SalesPublic RelationsCustomer Service