Customer Service Intelligence

by Lynn van der Wagen and Merilynn Van Der Wagen

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 -...

• Format: Paperback
• Language: English
• ISBN: 075068190X
• ISBN13: 9780750681902
• Release Date: October 2007
• Publisher: Routledge
• Length: 208 Pages
• Weight: 0.84 lbs.
• Dimensions: 0.4" x 7.4" x 9.7"