Customer Service & Team Problem Solving.

Autor/in	Martin, Sabrina Budasi
Institution	Union of Needletrades, Industrial and Textile Employees.; Northeastern Illinois Univ., Chicago. Chicago Teachers' Center.
Titel	Customer Service & Team Problem Solving.
Quelle	(1996), (34 Seiten) PDF als Volltext kostenfreie Datei Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Monographie
Schlagwörter	Leitfaden; Unterricht; Lehrer; Adult Education; Behavioral Objectives; Conflict Resolution; Curriculum Guides; Instructional Materials; Interpersonal Communication; Interpersonal Relationship; Learning Activities; Lesson Plans; Listening Skills; Problem Solving; Self Evaluation (Individuals); Staff Development; Stress Management; Teamwork; Work Attitudes + Suchen Sie Ihr Suchwort? Lesson concept; Instruction; Unterrichtsentwurf; Unterrichtsprozess; Teacher; Teachers; Lehrerin; Lehrende; Adult; Adults; Education; Adult basic education; Adult training; Erwachsenenbildung; Conflict solving; Konfliktlösung; Konfliktregelung; Curriculare Materialien; Lehrmaterial; Lehrmittel; Unterrichtsmedien; Interpersonale Kommunikation; Interpersonal relation; Interpersonal relations; Interpersonelle Beziehung; Zwischenmenschliche Beziehung; Lernaktivität; Lesson planning; Unterrichtsplanung; Problemlösen; Personnel development; Personalentwicklung; Stressmanagement; Stressbewältigung; Work attitude; Arbeitshaltung
Abstract	This curriculum guide provides materials for a six-session, site-specific training course in customer service and team problem solving for the Claretian Medical Center. The course outline is followed the six lesson plans. Components of each lesson plan include a list of objectives, an outline of activities and discussion topics for the lesson, homework, and any handouts or worksheets. Session topics are as follows: (1) customer service versus customer satisfaction, good versus poor customer satisfaction, personal and organizational benefits from customer satisfaction, Claretian case studies, and job behaviors; (2) good versus poor attributes of customer service, positive and negative outcomes of Claretian case studies, dealing with difficult people, taking things professionally versus personally, and burnout; (3) internal versus external customer service, team problem solving, conflict management styles, and brainstorming and problem solving; (4) upset versus difficult people, reasons customers get upset, and calming upset customers; (5) words/statements that make a difference, effective techniques when working with difficult customers, and telephone techniques that foster customer satisfaction; and (6) suggestions for organizational change and self reflection and evaluation of training outcomes. Appendixes include sources for optional activities, 10 references, and handouts. (YLB)
Erfasst von	ERIC (Education Resources Information Center), Washington, DC