Customer Service Intelligence [electronic resource].

ISBN:

9780080554297

Title:

Author:

Van Der Wagen, Merilynn Van Der.

Personal Author:

Van Der Wagen, Merilynn Van Der.

Publication Information:

Hoboken : Taylor & Francis, 2012.

Physical Description:

1 online resource (208 p.)

General Note:

Description based upon print version of record.

Contents:

Cover; Customer Service Intelligence: Perspectives for Human Resources and Training; Copyright; Contents; Preface; Acknowledgements; Introduction; 1 Training Design; Central theme; Training recommendations; Learners must have fun?; Approaches to learning; Training methods; Planned and purposeful; Summary; Questions; 2 Services Marketing; Central theme; Training implications; Introduction; The contemporary environment; Perception; Classifying services; Services marketing; Organizational training and development; Summary; Questions; 3 Emotional Intelligence; Central theme; Training implications

IntroductionImplications for employee selection; Attitudinal training; Turning awareness into competence; Summary; 4 Reinforcement Theory; Central theme; Training implications; Introduction; Determining a training need; Reinforcement schedules; Articulating outcomes; Benefits of reinforcement; Application of behaviour management in the workplace; Modelling; Cautionary notes; Summary; 5 Leadership and Motivation; Central theme; Training implications; Introduction; Two-dimensional theories; Situational theories of leadership; Contingency approaches; Expectancy theory of motivation

The trainer as leaderGoal orientation; Summary; Questions; 6 Competency-Based Training; Central theme; Training implications; Introduction; What is competency-based training?; Model for competence; Generic competencies; Contexts for service competence; Organizational development; Workplace training; Learning contracts; Questions; Competency-based training for college-based learning; Summary; 7 Developing Expertise; Central theme; Training implications; Introduction; Knowing that, knowing how, wanting to know; Problem-solving; Adult learning; Questions; Transfer of learning; Scaffolding

Summary8 Sociocultural Perspectives; Central theme; Training implications; Introduction; Communities of practice; Customer service culture; Training approaches; Describing the context; Critical incident analysis; Brainstorming; Conversational learning; Summary; 9 Activity Theory; Central theme; Training implications; Introduction; Activity theory; Social cognition learning; Activity theory and learning; Mass marketing and customization; Summary; 10 Zen and Mindfulness; Central theme; Training implications; Introduction; Mindfulness using conditional language; Stereotyping and customer service

Perspective takingSummary; 11 Conclusion; One size does not fit all; Innovation in customer service training; Careers in training and education; Appendix A: Sample Generic Competency Units and Elements; Appendix B: Negotiating a Learning Contract; Index

Subject Term:

Customer services -- Study and teaching.

Customer services.

Human resources.

Personnel management.

Training.

Format:

Electronic Resources

Electronic Access:

Click here to view book

Publication Date:

2012

Publication Information:

Hoboken : Taylor & Francis, 2012.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.812	1:E-BOOK	1	1:ON-DEMAND	Searching... Unknown

Bound With These Titles

On Order

Summary

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.

Author Notes

Lynn Van Der Wagen