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Customer Service Intelligence Perspectives for human resources and training 1st Edition by Merilynn Van Der Wagen 9780750681902 075068190X

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Customer Service Intelligence Perspectives for human resources and training Merilynn Van Der Wagen Digital Instant Download

Author(s): Merilynn Van Der Wagen
ISBN(s): 9780750681902, 075068190X
Edition: Ill
File Details: PDF, 4.88 MB
Year: 2007
Language: english
SKU: EB-1387206 Category: Tag:

Customer Service Intelligence Perspectives for human resources and training 1st Edition by Merilynn Van Der Wagen – Ebook PDF Instant Download/Delivery: 9780750681902, 075068190X

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Product details:

ISBN 10: 075068190X

ISBN 13: 9780750681902

Author: 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• Zen mindfulnessall 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.

Table of contents:

  1. Training Design
  2. Central theme
  3. Training recommendations
  4. Learners must have fun?
  5. Approaches to learning
  6. In practice
  7. Questions
  8. Training methods
  9. Planned and purposeful
  10. Establish interest
  11. Identify the goals
  12. Explain and monitor process and progress
  13. Give examples of concepts
  14. Provide demonstration or examples
  15. Link new concepts with ones that are familiar
  16. Expand thinking
  17. Consolidate new concepts or procedures
  18. Summary
  19. Questions
  20. References
  21. Services Marketing
  22. Central theme
  23. Training implications
  24. Introduction
  25. The contemporary environment
  26. Perception
  27. In practice
  28. Questions
  29. Classifying services
  30. In practice
  31. Services marketing
  32. Differentiated service
  33. Organizational training and development
  34. Summary
  35. On reflection
  36. Questions
  37. References
  38. Emotional Intelligence
  39. Central theme
  40. Training implications
  41. Introduction
  42. Implications for employee selection
  43. In practice
  44. Attitudinal training
  45. Listening to your emotions for their message value
  46. Asking the right questions and using multiple perceptions
  47. Creatively working out appropriate solutions
  48. Aligning responses with higher meta-levels of identity, mission etc.
  49. Managing emotions to achieve goals
  50. Using abilities cross-contextually
  51. Modelling excellence in others
  52. In practice
  53. Questions
  54. Resolving conflicts
  55. Living congruently in harmony with self and others
  56. Turning awareness into competence
  57. Summary
  58. On reflection
  59. Questions
  60. References
  61. Reinforcement Theory
  62. Central theme
  63. Training implications
  64. Introduction
  65. Determining a training need
  66. In practice
  67. Reinforcement schedules
  68. Articulating outcomes
  69. Benefits of reinforcement
  70. In practice
  71. Application of behaviour management in the workplace
  72. Promptness (Value – 22 points)
  73. Voice tone (Value – 18 points)
  74. Undivided attention (Value – 14 points)
  75. Attentiveness (Value – 14 points)
  76. Smiling (Value – 13 points)
  77. Greeting/offering to assist (Value – 12 points)
  78. Parting/referral phrase (Value – 10 points)
  79. Extra help (Value – 10 points)
  80. Respect (Value – 10 points)
  81. Modelling
  82. Cautionary notes
  83. Summary
  84. On reflection
  85. Beat the Barker, Home Dog Training Franchise
  86. Advantages to the franchisee
  87. References
  88. Leadership and Motivation
  89. Central theme
  90. Training implications
  91. Introduction
  92. Two-dimensional theories
  93. Situational theories of leadership
  94. Contingency approaches
  95. Expectancy theory of motivation
  96. In practice
  97. The trainer as leader
  98. Goal orientation
  99. Summary
  100. Associated Airlines Inc
  101. Questions
  102. References
  103. Competency-Based Training
  104. Central theme
  105. Training implications
  106. Introduction
  107. What is competency-based training?
  108. Model for competence
  109. Generic competencies
  110. Contexts for service competence
  111. In practice
  112. Questions
  113. Organizational development
  114. Workplace training
  115. Learning contracts
  116. In practice
  117. Part one
  118. Part two
  119. Questions
  120. Competency-based training for college-based learning
  121. Summary
  122. On reflection
  123. References
  124. Developing Expertise
  125. Central theme
  126. Training implications
  127. Introduction
  128. Knowing that, knowing how, wanting to know
  129. In practice
  130. Questions
  131. Problem-solving
  132. Adult learning
  133. In practice
  134. Questions
  135. Transfer of learning
  136. Scaffolding
  137. Summary
  138. On reflection
  139. Problem
  140. References
  141. Sociocultural Perspectives
  142. Central theme
  143. Training implications
  144. Introduction
  145. Communities of practice
  146. Customer service culture
  147. Training approaches
  148. Describing the context
  149. Customer profiles
  150. Emotional state of the customer
  151. Duration of the service encounter
  152. Number of variables in the customer decision process/product dimensions
  153. Significance of the purchase decision
  154. Competing demands
  155. Social and cultural features of the service environment
  156. Relative importance of customers
  157. Physical work environment
  158. Clarity of work roles
  159. Policy and procedure
  160. Business and legal framework
  161. Critical incident analysis
  162. In practice
  163. Questions
  164. Brainstorming
  165. Conversational learning
  166. Summary
  167. Our mission
  168. Our vision
  169. Our values
  170. Questions
  171. References
  172. Activity Theory
  173. Central theme
  174. Training implications
  175. Introduction
  176. Activity theory
  177. The object
  178. Subject
  179. Community
  180. Rules or conventions
  181. Artefacts
  182. Division of labour
  183. Social cognition learning
  184. In practice
  185. Questions
  186. Activity theory and learning
  187. Mass marketing and customization
  188. Summary
  189. Questions
  190. References
  191. Zen and Mindfulness
  192. Central theme
  193. Training implications
  194. Introduction
  195. Mindfulness using conditional language
  196. Pre-training
  197. Post-training
  198. In practice
  199. Questions
  200. Stereotyping and customer service
  201. Perspective taking
  202. Summary
  203. References
  204. Conclusion
  205. One size does not fit all
  206. Innovation in customer service training
  207. Careers in training and education

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Tags: Merilynn Van Der Wagen, Customer, Service, Perspectives