Download or read book Development of a Training Program for Frontline Service Employees Improvement of Student Services written by Debbie S. Persaud and published by Universal-Publishers. This book was released on 2005-11-04 with total page 161 pages. Available in PDF, EPUB and Kindle. Book excerpt: Frontline employees represent the bloodline of an organization. This applied dissertation focused on development of a training program to improve skills necessary for quality student-customer service. Six research questions were answered. First, what skills are required to enhance customer service satisfaction? Second, what are employees' perception of attitudes and expectations relative to delivery of goods and services? Third, what action is required to improve employees' performance to effect customer satisfaction? Fourth, what content-- knowledge, skills, and procedures--are necessary for inclusion in the training plan? Fifth, how can training best be structured and developed to improve the necessary skills? Sixth, how and by whom should the plan be implemented, and if implemented, how should it be evaluated? The development problem-solving methodology was used to answer the research questions. Additionally, a Frontline Service Employees' Perceived Training Needs Survey was administered to gather information relative to the recommended training program. The research questions were answered through procedures that involved formative and summative committees' examination of the program content, format, design, and evaluation method. The final project was a recommended frontline service employees training program. Conclusions drawn from the study revealed the following: (a) a training program should be implemented to enhance skills required for better student-customer services within the organization; (b) a training program for frontline employees should include skills pertaining to active listening, trust and rapport, telephone etiquette, problem-solving and conflict resolution, and clear understanding and knowledge of the organization's policies and procedures; (c) trainees should have the choice and flexibility of mode of instruction and location of training; and (d) an evaluation plan should be established posttraining to ensure that quality and program objectives are continuously being met. The recommended training program was submitted to the leaders of the organization who have the authority to approve its implementation.
Download or read book Courageous Conversations About Race written by Glenn E. Singleton and published by Corwin. This book was released on 2005-11-18 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: Deepen your understanding of racial factors in academic performance and discover new strategies for closing the achievement gap! Examining the achievement gap through the prism of race, the authors explain the need for candid, courageous conversations about race in order to understand why performance inequity persists. Through these "courageous conversations," educators will learn how to create a learning community that promotes true academic parity. Practical features of this book include: Implementation exercises Prompts, language, and tools that support profound discussion Activities and checklists for administrators Action steps for creating an equity team
Download or read book Guide to Training and Development Services written by and published by . This book was released on 1992 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Treasury Postal Service and General Government Appropriations for Fiscal Year 1992 Administrative Conference of the United States pt 5 General Services Administration written by United States. Congress. House. Committee on Appropriations. Subcommittee on the Treasury, Postal Service, and General Government Appropriations and published by . This book was released on 1991 with total page 844 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Treasury Postal Service and General Government Appropriations for Fiscal Year 1996 written by United States. Congress. House. Committee on Appropriations. Subcommittee on the Treasury, Postal Service, and General Government Appropriations and published by . This book was released on 1995 with total page 1242 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Programs and Services for Federal Court Personnel Available from the Court Education Division written by and published by . This book was released on with total page 18 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Business Economics Financial Sciences and Management written by Min Zhu and published by Springer Science & Business Media. This book was released on 2012-02-11 with total page 860 pages. Available in PDF, EPUB and Kindle. Book excerpt: A series of papers on business, economics, and financial sciences, management selected from International Conference on Business, Economics, and Financial Sciences, Management are included in this volume. Management in all business and organizational activities is the act of getting people together to accomplish desired goals and objectives using available resources efficiently and effectively. Management comprises planning, organizing, staffing, leading or directing, and controlling an organization (a group of one or more people or entities) or effort for the purpose of accomplishing a goal. Resourcing encompasses the deployment and manipulation of human resources, financial resources, technological resources and natural resources. The proceedings of BEFM2011 focuses on the various aspects of advances in Business, Economics, and Financial Sciences, Management and provides a chance for academic and industry professionals to discuss recent progress in the area of Business, Economics, and Financial Sciences, Management. It is hoped that the present book will be useful to experts and professors, both specialists and graduate students in the related fields.
Download or read book Treasury Postal Service and General Government Appropriations for Fiscal Year 1992 written by United States. Congress. House. Committee on Appropriations. Subcommittee on the Treasury, Postal Service, and General Government Appropriations and published by . This book was released on 1991 with total page 898 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book International Encyclopedia of Transportation written by and published by Elsevier. This book was released on 2021-05-13 with total page 4418 pages. Available in PDF, EPUB and Kindle. Book excerpt: In an increasingly globalised world, despite reductions in costs and time, transportation has become even more important as a facilitator of economic and human interaction; this is reflected in technical advances in transportation systems, increasing interest in how transportation interacts with society and the need to provide novel approaches to understanding its impacts. This has become particularly acute with the impact that Covid-19 has had on transportation across the world, at local, national and international levels. Encyclopedia of Transportation, Seven Volume Set - containing almost 600 articles - brings a cross-cutting and integrated approach to all aspects of transportation from a variety of interdisciplinary fields including engineering, operations research, economics, geography and sociology in order to understand the changes taking place. Emphasising the interaction between these different aspects of research, it offers new solutions to modern-day problems related to transportation. Each of its nine sections is based around familiar themes, but brings together the views of experts from different disciplinary perspectives. Each section is edited by a subject expert who has commissioned articles from a range of authors representing different disciplines, different parts of the world and different social perspectives. The nine sections are structured around the following themes: Transport Modes; Freight Transport and Logistics; Transport Safety and Security; Transport Economics; Traffic Management; Transport Modelling and Data Management; Transport Policy and Planning; Transport Psychology; Sustainability and Health Issues in Transportation. Some articles provide a technical introduction to a topic whilst others provide a bridge between topics or a more future-oriented view of new research areas or challenges. The end result is a reference work that offers researchers and practitioners new approaches, new ways of thinking and novel solutions to problems. All-encompassing and expertly authored, this outstanding reference work will be essential reading for all students and researchers interested in transportation and its global impact in what is a very uncertain world. Provides a forward looking and integrated approach to transportation Updated with future technological impacts, such as self-driving vehicles, cyber-physical systems and big data analytics Includes comprehensive coverage Presents a worldwide approach, including sets of comparative studies and applications
Download or read book 108 1 Hearings District of Columbia Appropriations For 2004 Part 2 2003 written by and published by . This book was released on 2003 with total page 1434 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book District of Columbia Appropriations for 2004 written by United States. Congress. House. Committee on Appropriations. Subcommittee on District of Columbia Appropriations and published by . This book was released on 2003 with total page 1482 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Journal of the House of Representatives of the United States written by United States. Congress. House and published by . This book was released on 2014 with total page 1468 pages. Available in PDF, EPUB and Kindle. Book excerpt: Some vols. include supplemental journals of "such proceedings of the sessions, as, during the time they were depending, were ordered to be kept secret, and respecting which the injunction of secrecy was afterwards taken off by the order of the House."
Download or read book ICTES 2018 written by Robbi Rahim and published by European Alliance for Innovation. This book was released on 2019-03-13 with total page 739 pages. Available in PDF, EPUB and Kindle. Book excerpt: The technical program of The First ICTES 2018 consisted of 114 full papers. Aside from the high-quality technical paper presentations we also held workshop and clinic manuscript that was carried out before the main track aims to strengthen the ability to write scientific publications. Coordination with the steering chairs, Dr. Kadek Suranata, S.Pd, M.Pd.,Kons., and the members of organizing committee is essential for the success of the conference. We sincerely appreciate all the Advisory Boards for the constant support and guidance. It was also a great pleasure to work with such an excellent organizing committee team for their hard work in organizing and supporting the conference. In particular, the Scientific Committee, led by Cand(Dr) Robbi Rahim, M.Kom have completed the peer-review process of technical papers and made a high-quality technical program. We are also grateful to Students Conference chairs were leading by Ida Ayu Made Diah Paramiswari for their support and all the authors who submitted their papers to the First ICTES 2018. We strongly believe that ICTES conference provides a good forum for all academicians, researchers, and practitioners to discuss all Educational science and technology aspects that are relevant to issues and challenge for sustainability in the 4th industrial revolution. We also expect that the future ICTES conference will be as successful and stimulating, as indicated by the contributions presented in this volume
Download or read book Elevating Customer Service in Higher Education written by Heath Boice-Pardee and published by . This book was released on 2018-06-04 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Examples of customer service scripts for dialogue, phone, voicemail, and email Detailed guidelines for creating physical environments on campus that facilitate better service Worksheets and tools for auditing policies and practices that impact customer service Tips for cultivating faculty and staff buy-in Examples of exemplary customer service initiatives at other colleges and universities REVIEWS "Elevating Customer Service should be read by every administrator who cares about retention and service excellence." - Neal Raisman, N. Raisman & Associates "In today's competitive market in higher education, a partnership between academics and customer service is key to attracting and retaining students. This handbook shows practitioners how to enhance service excellence while maintaining academic integrity." - Bill Destler, President Emeritus, Rochester Institute of Technology "How refreshing and encouraging it is to read a book about customer service on today's college campuses. The reality is higher education today is rapidly changing and models of leading a university are significantly altered in todays environment. Customer service can no longer be viewed as a negative concept on our campuses. Rather, such service is mandated today in whatever form one wishes to call it. Students, parents, employers, and college employees are demanding it. Implementing such measures that change a campus's culture may mean the difference between those colleges that survive and those that do not. The foundations of quality service discussed in this book should be mandatory reading for all college administrators." - David DeCenzo, President, Coastal Carolina University "This insightful book provides a step-by-step guide to assess, evaluate, and implement strategies to improve the effectiveness of any department or division within the academy. The authors provide valuable information and a workable template to enhance the student experience on campus and ultimately improve retention, and recruitment efforts in an era in which colleges and universities are fiercely competing to attract and retain students." - Jim Pillar, Associate Vice President of Housing, Monmouth University "This really made me think about our office environment and how we can work toward improving not only the student experience but the front-line staff experience as well. It truly is a practical guide with relevant activities and things to consider." - Kerri Wilson, Director of Off-Campus Living and Community Partnerships, Rutgers University-New Brunswick
Download or read book Human Resource Development written by Jeff Gold and published by Bloomsbury Publishing. This book was released on 2017-09-16 with total page 458 pages. Available in PDF, EPUB and Kindle. Book excerpt: This core textbook, edited by five leading scholars of the subject, provides a comprehensive overview of the key topics, debates and themes in this increasingly important field. Balancing research-led theory with industry best-practice to provide students with a definitive overview of HRD, the book draws on the international experience of its authors to tackle topics as diverse as leadership and managing development, change and diversity, workplace learning, and graduate employability. The book's approachable yet thorough writing style and lively presentation helps students to understand the topic from a critical perspective while also demonstrating how HRD plays out in reality. This is an essential textbook for undergraduate, postgraduate and MBA students of Human Resource Development on HRD or Business and Management degree programmes. New to this Edition: - New contributors and revised content, including additional coverage of careers, career management and employability - More international coverage, especially of the EU - Inclusion of topical subjects including employee engagement, skills shortage and business partnering - Improved student-friendly pedagogy and updated figures and diagrams to appeal to different learning styles - Thoroughly updated references and web links
Download or read book Treasury Postal Service and General Government Appropriations for Fiscal Year 1995 Independent agencies written by United States. Congress. House. Committee on Appropriations. Subcommittee on the Treasury, Postal Service, and General Government Appropriations and published by . This book was released on 1994 with total page 1322 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Social Political and Economic Contexts in Public Relations written by Hugh M. Culbertson and published by Routledge. This book was released on 2012-10-12 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: Two commissions within the Public Relations Society of America have recently defined courses in case-study analysis, research methods, and behavioral-science theory as central to an acceptable public relations curriculum. To date, these three "streams" within PR education have run independently of each other. The authors produced this volume because they believe that there is a growing demand for an integrative "applied theory" approach to the study of public relations cases. The need for PR professionals to study the social, political, and economic contexts of public relations carefully had been apparent for some time as issues management and environment scanning emerged as focal points of modern public relations. Yet there was no systematic framework for such study. This volume, however, with its strong foundation in theory, provides just that framework and is highly suitable for graduate-level courses in public relations.
