A01=Merilynn Van Der Wagen
activity theory training
adult
Author_Merilynn Van Der Wagen
behaviour modification
Category=KJ
Competency Unit
Critical Incident Analysis
Customer Decision Process
Customer Oriented Behaviours
Customer Service Culture
Customer Service Training Programme
DeSeCo Project
emotional
Emotional Competency Inventory
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
expectancy theory
Full Mediation Model
Ga Ug
HRD.
human
implications
International Monetary Fund
learning
Male Service Providers
Manage Quality Customer Service
mindfulness in education
Negotiate Learning Contracts
Open Hearted
Performance Avoidance Goal Orientation
Pr Ep
Premature Cognitive Commitments
provider
resource
role modelling
satisfaction
Service Profit Chain
Set Achievement Levels
sociocultural perspectives
strategic customer service training design
Te Ch
trainer
training
UK Banking Industry
UK Financial Service Sector
Working Activity Systems
Product details
- ISBN 9780750681902
- Weight: 380g
- Dimensions: 189 x 246mm
- Publication Date: 08 Oct 2007
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Paperback
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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.
