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  E-mail Message: I thought you might be interested in this item at http://www.worldcat.org/oclc/42741937 Title: Customer service training : new paradigm for effective workforce skills Publisher: [St. Louis, MO] ; St Louis Community College, Community Development Division, Workplace Literacy Services Center ; [Washington, DC] : U.S. Dept. of Education, Office of Educational Research and Improvement, Educational Resources Information Center, ©1995. OCLC:42741937

  
  

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Customer service training : new paradigm for effective workforce skills

Author:	Educational Resources Information Center (U.S.)
Publisher:	[St. Louis, MO] ; St Louis Community College, Community Development Division, Workplace Literacy Services Center ; [Washington, DC] : U.S. Dept. of Education, Office of Educational Research and Improvement, Educational Resources Information Center, ©1995.
Edition/Format:	Book  Microform : National government publication : Microfiche : English
Summary:	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).  Read more...
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Subjects	Allied health personnel -- Training of. Interpersonal communication. Workplace literacy.
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