||Government publication, National government publication, Internet resource
||Book, Internet Resource
|All Authors / Contributors:
Educational Resources Information Center (U.S.)
||Shipping list no.: 99-0953-M.
||Microfiche. [Washington, D.C.] : Supt. of Docs., U.S. G.P.O., . 2 microfiches.
||New paradigm for effective workforce skills
||developed by 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).