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Customer service intelligence = perspectives for human resources and training /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Customer service intelligence/ Lynn Van Der Wagen.
Reminder of title:	perspectives for human resources and training /
Author:	Van der Wagen, Lynn.
Published:	Oxford ;Butterworth-Heinemann, : 2008.,
Description:	xx, 187 p. :ill. ;25 cm.
[NT 15003449]:	Training Design -- Marketing -- Emotional Intelligence -- Reinforcement Theory -- Leadership and Motivation -- Competency Based Training -- Developing Expertise -- Sociocultural Perspectives -- Activity Theory -- Mindfulness -- Conclusion.
Subject:	Customer services - Study and teaching. -
Online resource:	http://www.sciencedirect.com/science/book/9780750681902An electronic book accessible through the World Wide Web; click for information
Online resource:	http://www.loc.gov/catdir/toc/fy0803/2008297529.html
ISBN:	075068190X

Customer service intelligence = perspectives for human resources and training /
Van der Wagen, Lynn.

Customer service intelligenceperspectives for human resources and training /[electronic resource] :Lynn Van Der Wagen. - Oxford ;Butterworth-Heinemann,2008. - xx, 187 p. :ill. ;25 cm.

Includes bibliographical references and index.

Training Design -- Marketing -- Emotional Intelligence -- Reinforcement Theory -- Leadership and Motivation -- Competency Based Training -- Developing Expertise -- Sociocultural Perspectives -- Activity Theory -- Mindfulness -- Conclusion.

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. * 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.

Electronic reproduction.
Amsterdam :
Elsevier Science & Technology,
2009.

Mode of access: World Wide Web.

ISBN: 075068190X

Source: 134475:134606Elsevier Science & Technologyhttp://www.sciencedirect.comSubjects--Topical Terms:

668440
Customer services
--Study and teaching.Index Terms--Genre/Form:

542853
Electronic books.

LC Class. No.: HF5415.5 / .V3543 2008

Dewey Class. No.: 658.812

Customer service intelligence = perspectives for human resources and training /
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035 $a (OCoLC)474931153
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100 1 $a Van der Wagen, Lynn. $3 725898
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260 $a Oxford ; $a Burlington, MA : $c 2008. $b Butterworth-Heinemann,
300 $a xx, 187 p. : $b ill. ; $c 25 cm.
504 $a Includes bibliographical references and index.
505 0 $a Training Design -- Marketing -- Emotional Intelligence -- Reinforcement Theory -- Leadership and Motivation -- Competency Based Training -- Developing Expertise -- Sociocultural Perspectives -- Activity Theory -- Mindfulness -- Conclusion.
520 $a 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. * 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.
533 $a Electronic reproduction. $b Amsterdam : $c Elsevier Science & Technology, $d 2009. $n Mode of access: World Wide Web. $n System requirements: Web browser. $n Title from title screen (viewed on Dec. 3, 2009). $n Access may be restricted to users at subscribing institutions.
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650 0 $a Customer services. $3 657636
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710 2 $a ScienceDirect (Online service) $3 848416
856 4 0 $3 ScienceDirect $u http://www.sciencedirect.com/science/book/9780750681902 $z An electronic book accessible through the World Wide Web; click for information
856 4 1 $3 Table of contents only $u http://www.loc.gov/catdir/toc/fy0803/2008297529.html
994 $a C0 $b TEF