{"product_id":"customer-service-intelligence","title":"Customer Service Intelligence","description":"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. \u003cbr id=\"CRLF\"\u003eConcepts such as: \u003cbr id=\"CRLF\"\u003e• emotional intelligence \u003cbr id=\"CRLF\"\u003e• behaviour modification \u003cbr id=\"CRLF\"\u003e• role modelling \u003cbr id=\"CRLF\"\u003e• dimensions of procedure and conviviality \u003cbr id=\"CRLF\"\u003e• expectancy theory \u003cbr id=\"CRLF\"\u003e• socio-cultural concepts of (service) community \u003cbr id=\"CRLF\"\u003e• customer service as dynamic 'object' in activity theory \u003cbr id=\"CRLF\"\u003e• Zen mindfulness \u003cbr id=\"CRLF\"\u003eall form the basis of training design in different contexts. \u003cbr id=\"CRLF\"\u003e\u003cbr id=\"CRLF\"\u003eSome 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.","brand":"Taylor \u0026 Francis Ltd","offers":[{"title":"Default Title","offer_id":53523345178991,"sku":"9780750681902","price":412.95,"currency_code":"BRL","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0921\/9384\/9711\/files\/075068190X.jpg?v=1790247100","url":"https:\/\/internacional.umlivro.com.br\/products\/customer-service-intelligence","provider":"UmLivro Internacional","version":"1.0","type":"link"}