ERIC Number: ED426192
Record Type: Non-Journal
Publication Date: 1995
Reference Count: N/A
Customer Service Training. New Paradigm for Effective Workforce Skills. [Employee Guide and Supervisor's Guide.]
Saint Louis Community Coll., MO. Workplace Literacy Services Center.
These two documents are part of the customer service training program provided to employees of a large metropolitan hospital. The first manual contains customer service training activities for the hospital's dietary aides, cashiers, patient service representatives, and parking attendants. The activities are organized in three sections as follows: understanding customers (behavior choices, tips for assertive behavior, internal and external customers, best and worst experiences as a customer, tips to improve customer service); communicating with customers (verbal communication, listening, nonverbal communication, questioning, using communication tools); and finding solutions on the job (resolving conflict, case studies, customer service tools, seven practical steps to customer problem-solving). Concluding the manual are four sets of job-specific tools for dealing with difficult customers. The second manual, which is designed for supervisors in the hospital's dispatch department, contains all the activities included in the first manual plus activities dealing with the following topics: interpreting body language, "I" and "you" messages, and accommodating other listening styles; giving and receiving criticism (types of criticism, reactions to criticism, techniques for receiving criticism); and dealing with difficult employees (techniques for dealing with difficult employees and transforming their gripes to goals). (MN)
Descriptors: Adult Education, Adult Literacy, Allied Health Occupations Education, Case Studies, Communication Skills, Conflict Resolution, Corporate Education, Employer Employee Relationship, Interpersonal Competence, Learning Activities, Listening Skills, Nonverbal Communication, On the Job Training, Problem Solving, Role Playing, Supervisory Training, Verbal Communication, Workplace Literacy
Publication Type: Guides - Classroom - Learner; Guides - Classroom - Teacher
Education Level: N/A
Audience: Practitioners; Students; Teachers
Sponsor: Office of Vocational and Adult Education (ED), Washington, DC. National Workplace Literacy Program.
Authoring Institution: Saint Louis Community Coll., MO. Workplace Literacy Services Center.