Dr. Dana T. Bedden, Superintendent August 3-4, 2015
|
|
- Phillip Richardson
- 8 years ago
- Views:
Transcription
1 Dr. Dana T. Bedden, Superintendent August 3-4, 2015
2 WELCOME TO RICHMOND PUBLIC SCHOOLS I am excited to have you on our team and want you to be proud to serve the students, faculty, staff, parents and community here by providing: - GOOD??? - GREAT??? - EXCELLENT??? - EXCEPTIONAL that s it Customer Service
3 When customers first meet us they immediately form opinions about us and our organization. Those impressions include things about character, efficiency, and friendliness. They will decide in 7 seconds from 11 impressions whether they Like You Dislike You Indifferent CUSTOMER CONTACT IS A MOMENT OF TRUTH that will largely determine the satisfaction of their experience (and yours)
4 1- Cleanliness 2- Warmth (engaging) 3- Credible 4- Knowledgeable 5- Responsive 6- Friendly 7- Helpful 8- Understanding 9- Courteous 10- Confident 11- Professional 7-11 QUIZ
5 Positive Attitude Attentive listen and care (make them know they matter) o Give accurate information, don t be afraid to say I don t know, but I will find out Friendly approach watch for non-verbal and body language signs Eye contact (best response in 2 seconds) Learning to say no with tact and courtesy and confidence o Stay positive Attention to detail o Go the extra mile o Use names whenever possible Work Ethics Punctuality Time Management Manage multi-tasking Follow the chain of command PROFESSIONALISM
6 Etiquette Telephone Greeting Holds Transfers Workspace Clean from clutter Organized (know where to find things and put them back in their place) No food, drinks in covered containers Socializing limited to break times Appearance Refer to handout for helpful guidelines PROFESSIONALISM CONTINUED
7 Use Clear and Concise Communication and be the Problem Solver Verbal Speak clearly at an appropriate speed Be aware of your tone and inflections Give undivided attention Written business and letters/memos Use correct grammar (no text talk or IM speak) Limit styles and images Be careful of font colors Use correct case (not all caps or lower case) Non-verbal Watch body language, lack of eye contact or signs of frustration COMMUNICATION
8 Language Avoid use of: o Vulgar or profane language o Sexually explicit or suggestive comments o Discriminatory or demeaning comments There is never an appropriate time for any of these in the workplace Confidentiality HIPAA Health Insurance Portability and Accountability Act FERPA Family Educational Rights and Privacy Act Adjust tone and volume Use a privacy screen where appropriate COMMUNICATION CONTINUED
9 Knowledge is an acquaintance with or understanding of facts and truths Learning is a willingness to become acquainted with facts and truths not yet understood Working Knowledge Job description, responsibilities and performance expectations Where to find RPS policies and procedures RPS policies, procedures, administrative regulations, and expectations Department procedures and expectations Stay current on and department updates for up-to-date information General Knowledge General knowledge about RPS/Infrastructure Important dates and events Cross training or knowledge of other department functions Willingness for continued learning Participate in staff training Seek out cost effective opportunities to attend professional development workshops of interest for career and advancement learning. KNOWLEDGE AND LEARNING
10 WE ARE DIVERSE, IT MATTERS, WE ALL ARE RESPONSIBLE FOR
11 Be understanding and accepting of people or situations that do not fit our (your) comfort zone Keeping our (your) temperament in check Being aware of our (your) biases VALUING DIVERSITY, BY
12 Being respectful of all members of our team Being coachable and open minded to help offered by our supervisor(s) or other members of your team Being willing to work together to accomplish school, department and division goals Being willing, able, and available to do your share of necessary extras (take one for the team) Be willing to share your knowledge with others. Mentor and support new team members Give recognition and credit wherever you can for a job well done or a difficult situation well handled. DEMONSTRATE TEAMWORK, BY
13 Maintaining a high level of professionalism by following the guidelines and information from today s discussion Listening and being attentive to what your customer needs Communicating with clear and concise business language and remembering to watch your body language Being a life long learner at your job as well as your personal education. Taking opportunities to learn new things and being aware of any of the services provided by RPS so you can help and refer seamlessly Being understanding of all people and situations, especially where you may have biases that are contrary EXCEPTIONAL CUSTOMER SERVICE IS
14
15 Smile, be happy and have fun! It will always show in the service you give.
16
LaGuardia Community College Department of Human Resources CUSTOMER SERVICE COMMUNICATION SKILLS INTERPERSONAL SKILLS E-MAIL & TELEPHONE TECHNIQUES
LaGuardia Community College Department of Human Resources CUSTOMER SERVICE COMMUNICATION SKILLS INTERPERSONAL SKILLS E-MAIL & TELEPHONE TECHNIQUES 1 This Workshop Provides Strategies to: Deliver quality
More informationWhy Be Aware of Professional Presence?
Professional Presence: Managing Non-verbal Communications Topeka IIA Topeka, KS November 18, 2010 Lael Holloway, Director Risk Advisory Services Kansas City, MO Why Be Aware of Professional Presence? According
More informationSamples of Interview Questions
Human Resources/Payroll Introductory/Warm-Up/Rapport Building How did you find out about this job opening? What attracted you to this position? What do you know about our organization? Why are you considering
More informationArchitecture and Construction Career Cluster Introduction to Construction Course Number 46.54600
Architecture and Construction Career Cluster Introduction to Construction Course Number 46.54600 Course Description: This course is preceded by the Occupational Safety and Fundamentals course. This course
More informationWhat do you need to know in the workplace?
What do you need to know in the workplace? Your internship may be the first time you ve worked in a professional setting. People will expect you to act as a professional. The rules are different among
More informationBSM Connection elearning Course
BSM Connection elearning Course Telephone Skills Training 2006, BSM Consulting All Rights Reserved. Table of Contents OVERVIEW... 1 FIRST IMPRESSIONS... 1 TELEPHONE COMMUNICATION TECHNIQUES... 1 VOICE
More informationFAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE
FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE Performance standards have been developed for all Fairfield Public Schools Technology Department team members to follow.
More informationAdministrative Support Professionals Competency Framework. The Centre for Learning and Development
Administrative Support Professionals Competency Framework The Centre for Learning and Development Table of Contents 01. Acknowledgements...3 02. Introduction...4 03. Background...5 04. Competency Assessment
More informationHow To Be A Team Member
The following rating descriptions are examples of the behaviors employees would be demonstrating at each of the four levels of performance. These examples should assist the supervisor and employee during
More informationBusiness Management & Administration Career Cluster Human Resources Principles Course Number: 06.41800
Business Management & Administration Career Cluster Human Resources Principles Course Number: 06.41800 Course Description: HIRED or FIRED? Students will analyze the primary functions of human resources
More informationFayetteville Technical Community College PERFORMANCE APPRAISAL MANUAL
Fayetteville Technical Community College PERFORMANCE APPRAISAL MANUAL Current Version Originally Published Fall 2009 Last Revised: November 24, 2009 Proponent: Vice President for Human Resources Available
More informationWorkplace Culture. A guide for newcomers to British Columbia
Contents 1. The Canadian Workplace... 2 2. Body Language... 3 3. Communication Basics... 4 4. Fitting In and Keeping Your Job... 6 5. Not All Companies are the Same... 7 6. Legal Aspects... 8 7. Additional
More informationHow To Be Successful In Business
POFT 1349 ADMINISTRATIVE OFFICE PROCEDURES LECTURE NOTES CHAPTER 1: The Workplace Constantly Changing The constantly changing workplace is a reality today. The consistency of this change is evident by
More informationTop 10 Tips for Work Readiness
Top 10 Tips for Work Readiness Simple, Practical, Easy-to-Use, Reproducible For Free Lesson Downloads, visit www.careersolutionspublishing.com Each CD Covers an Essential Work Readiness Topic 10 lessons
More informationHow to Use KeyTrain Career Skills
How to Use KeyTrain Career Skills To View Career Skills Lessons from an Instructor Account Instructors can access the Career Skills lessons directly from the KeyTrain Instructor Menu. To view the lessons
More informationInformation Technology Career Cluster Programming, Games, Apps, and Society Course Number: 11.47200. Course Standard 1
Information Technology Career Cluster Programming, Games, Apps, and Society Course Number: 11.47200 Course Description: Are you ready to design and develop? The course is designed for high school students
More informationCreating mutual trust
13. 3and Creating mutual trust respect Organisations that thrive are those where the company culture promotes mutual trust and respect of colleagues, and this is as true in PR as it is elsewhere. In this
More informationCustomer Service and Communication. Bringing service to the next level
Customer Service and Communication Bringing service to the next level 1 Park Authority Philosophy & Goals Before focusing on customer service, it is first important to understand and reinforce the Park
More informationExercise: Effective Customer Care and Communication for Call Center Agents
Exercise: Effective Customer Care and Communication for Call Center Agents Introduction and Learning Objective: In this exercise participants will practice communication and customer services skills required
More informationTransportation, Distribution and Logistics Career Cluster Logistics Operations Course Number 47.47110
Transportation, Distribution and Logistics Career Cluster Logistics Operations Course Number 47.47110 Course Description: Logistics Operations is the second course in the Distribution and Logistics career
More informationWorkplace Etiquette : Your ticket to getting the results you want
Workplace Etiquette : Your ticket to getting the results you want WHAT WILL WE DISCUSS? What is Workplace Etiquette? Why it is important General Office Etiquette and some of the Workplace Do s and Don
More informationCommitment to Customer Care Providing a high quality patient experience
Commitment to Customer Care Providing a high quality patient experience Commitment to Customer Care Our promise: At Sheffield Teaching Hospitals, all receptions will The Commitment to Customer Care Guide
More informationWELCOME Cameron University Student Employee Online Orientation
CAMERON UNIVERSITY WELCOME Cameron University Student Employee Online Orientation 0 My name is Debbie Kightlinger and I am the Student Employment Coordinator. If you have any questions or issues while
More informationBusiness Management & Administration Career Cluster Introduction to Business & Technology Course Number 07.44130
Business Management & Administration Career Cluster Introduction to Business & Technology Course Number 07.44130 Course Description Introduction to Business & Technology is the foundational course for
More informationEffective Working Relationships
1 Effective Working Relationships 2 CREATE AND MAINTAIN EFFECTIVE WORKING RELATIONSHIPS We all work with others in our daily working life to produce the products and services that we provide to our customers.
More informationBusiness Management and Administration Career Cluster Business and Technology Course Number: 07.44100
Business Management and Administration Career Cluster Business and Technology Course Number: 07.44100 Course Description: How is technology used to solve business problems and communicate solutions? Business
More informationBusiness Management and Administration Career Cluster Entrepreneurship Course Number: 06.41610
Business Management and Administration Career Cluster Entrepreneurship Course Number: 06.41610 Course Description: How do you turn an idea into a business? Experience just that in this course! Entrepreneurship
More informationPERFORMANCE APPRAISAL
Blinn College is the premier two-year college in Texas for those seeking educational excellence in academic programs, technical education, and workforce development. We expect excellence and we encourage
More informationH102: Food and Beverage Management - Restaurant Management. MTCU Code 53201 - Food and Beverage Management. Program Learning Outcomes
H102: Food and Beverage Management - Restaurant Management MTCU Code 53201 - Food and Beverage Management Program Learning Outcomes Synopsis of the Vocational Learning Outcomes* The graduate has reliably
More informationSection B. Welcoming New Employees
Section B Welcoming New Employees Table of Contents Welcoming New Employees... B1 Guiding Principles... B1 Top 10 Things New Employees Should Know... B4 Culturally Competent Environment... B4 Orienting
More informationScience, Technology, Engineering and Mathematics Career Cluster Engineering Concepts Course Number 21.47100
Science, Technology, Engineering and Mathematics Career Cluster Engineering Concepts Course Number 21.47100 Course Description: Engineering Concepts is the second course in the Engineering and Technology
More informationWork Ethics. Student Overview
Work Ethics Student Overview STUDENT WORK ETHICS PERFORMANCE STANDARDS The mission of Work Ethics training is to provide the necessary skills for you to be successful employees in your chosen career. To
More informationEducation and Training
Academic Foundations Statement: Apply fundamental knowledge of psychology to enhance learner achievement. Performance Element: Employ fundamental knowledge of developmental theory to enhance learner achievement.
More informationLaw, Public Safety, Corrections and Security Career Cluster Criminal Investigations Course Number: 43.45300
Law, Public Safety, Corrections and Security Career Cluster Criminal Investigations Course Number: 43.45300 Course Description: This course is designed to provide students with an opportunity to explore
More informationOHIO EXPOSITIONS COMMISSION CUSTOMER SERVICE GUIDELINES
OHIO EXPOSITIONS COMMISSION CUSTOMER SERVICE GUIDELINES The Ohio Expositions Commission (OEC) is committed to providing the best possible service to customers both internal and external. In support of
More informationAgriculture, Food & Natural Resources Career Cluster Introduction to Renewable Energies Course Number: 03.47100
Agriculture, Food & Natural Resources Career Cluster Introduction to Renewable Energies Course Number: 03.47100 Course Description: This course is designed as a component of one of the pathways in the
More informationGeorgia Department of Education
Marketing Career Cluster Marketing and Entrepreneurship Course Number 08.44100 Course Description: Marketing and Entrepreneurship is the second course in the Marketing and Management Career Pathway. Marketing
More informationBUSINESS COMMUNICATIONS Curriculum Content Frameworks
BUSINESS COMMUNICATIONS Curriculum Content Frameworks Please note: All assessment questions will be taken from the knowledge portion of these frameworks. Prepared by Pattie Lovins, Rivercrest High School
More informationGeorgia Department of Education
Information Technology Career Cluster Information Technology Support Course Number: 11.42000 Course Description: How do you make the device work? Students will apply Information Technology Essentials skills
More informationMarketing Career Cluster Marketing Management Course Number 08.44200
Marketing Career Cluster Marketing Management Course Number 08.44200 Course Description: Marketing Management is the third course in the Marketing and Management pathway. Students assume a managerial perspective
More informationMarketing Career Cluster Fashion, Merchandising and Retailing Essentials Course Number 08.42100
Marketing Career Cluster Fashion, Merchandising and Retailing Essentials Course Number 08.42100 Course Description: Fashion, Merchandising and Retailing Essentials is the second course in the Fashion,
More informationArchitecture and Construction Career Cluster Heating, Ventilation, Air-Conditioning Refrigeration Course Number 47.41500
Architecture and Construction Career Cluster Heating, Ventilation, Air-Conditioning Refrigeration Course Number 47.41500 Course Description: This course is preceded by Introduction to HVACR Systems and
More informationUniversity of Maryland Nonexempt Staff Employee Form
Employee Name: PERFORMANCE REVIEW AND DEVELOPMENT PROCESS University of Maryland Nonexempt Staff Employee Form Supervisor: UID: Rating Cycle: Yearly Job Title: Date of Final Review: Division/Department:
More informationTELEPHONE ETIQUETTE AND CUSTOMER SERVICE
TELEPHONE ETIQUETTE AND CUSTOMER SERVICE Training Materials for BYU-Idaho Employees BYU-IDAHO HUMAN RESOURCES Kimball Building #240 Rexburg, Idaho (208) 496-1700 www.byui.edu/human-resources Last rev.:
More informationProviding Quality Customer Service
Providing Quality Customer Service What is Customer Service? For all school district employees to provide the best customer service possible, we must first understand customer service. There are many acceptable
More informationHealth Science Career Cluster Essentials of Dental Science Course Number 25.48800
Health Science Career Cluster Essentials of Dental Science Course Number 25.48800 Course Description: Students will receive initial exposure to dental health science technical skills applicable to all
More informationAgriculture, Food & Natural Resources Career Cluster Nursery and Landscape
Agriculture, Food & Natural Resources Career Cluster Nursery and Landscape Course Number 01.47000 Course Description This course is designed to provide students with the basic skills and knowledge utilized
More informationPRE-SCHOOL TEACHER Training Needs Assessment Evaluation Form. Personal/Position Information
PRE-SCHOOL TEACHER Personal/Position Information Name: Period Covered: Position: Reviewed by: Title: Position Start Date: Community: Region: Page 1 PRE-SCHOOL TEACHER Instructions: The information contained
More informationWelcome to the program! I'm glad you're here. My name is Nancy Smith, and I'm a CCS-P. That means certified coding specialist physician-based.
Demo Lesson: Welcome to A dm in ist r a t i v e M e d i c a l Specialist Slide 1: Welcome! Welcome to the program! I'm glad you're here. My name is Nancy Smith, and I'm a CCS-P. That means certified coding
More informationDescription of the ten core competencies
Description of the ten core competencies You can use this document as a reference when assessing competency development on the Competency Assessment form. Introduction to competencies Competencies are
More informationLesson One: Introduction to Customer Service
Student s Name: Date: / / Lesson One: Introduction to Customer Service 1. Customer service is a relatively complex puzzle. While engaging customers, we are attempting to offer services in a manner that
More informationWorkplace Behavior and Professionalism: Keys for Job Success
Faculty Workplace Behavior and Professionalism: Keys for Job Success Debra Nickolson Coordinator of Customer Relations Behavioral Health Systems Birmingham, Alabama Satellite Conference and Live Webcast
More informationLocation: POD 60 Phone: (416) 979 5177 Email: career@ryerson.ca Hours: Mon Thu 8:30 am 6:30 pm/fri 8:30 am 4:30 pm
Location: POD 60 Phone: (416) 979 5177 Email: career@ryerson.ca Hours: Mon Thu 8:30 am 6:30 pm/fri 8:30 am 4:30 pm Career Development Workshops Get Ready Know yourself and what you want Discover Your Career
More informationProviding Exceptional Customer Service
Providing Exceptional Customer Service Rev July 2011 Department of General Services Bureau of Procurement Introduction Providing exceptional customer service will build the bond that keeps customers coming
More informationHealth Science Career Cluster Surgical Technician I Course Number: 25.44700
Health Science Career Cluster Surgical Technician I Course Number: 25.44700 Course Description: The goal of this course is to provide fundamental surgical technician skills and knowledge to include the
More informationWhy is service important?
Spring Conference April 30, 2009 through May 1, 2009 CUSTOMER SERVICE Marta De La Torre, RHIA, CHP, CHE Service Line Leader, Revenue Cycle Local Integrity & Privacy Officer Saint Agnes Medical Center Marta.delatorre@samc.com
More informationExcellent Customer Service
Tips for Providing Excellent Customer Service 1 GREAT SERVICE IS A CHOICE 2 Hire the Smile! Appearances Humor Eye Contact Smile Energy Manners Pride Train the Skills 3 EVERYONE CAN BE GREAT BECAUSE EVERYONE
More informationEducation & Training Career Cluster Early Childhood Education I Course Number 20.52810
Education & Training Career Cluster Early Childhood Education I Course Number 20.52810 Course Description: The Early Childhood Education I course is the foundational course under the Early Childhood Care
More informationPerformance Factors and Campuswide Standards Guidelines. With Behavioral Indicators
Performance Factors and Campuswide Standards Guidelines With Behavioral Indicators Rev. 05/06/2014 Contents PERFORMANCE FACTOR GUIDELINES... 1 Position Expertise... 1 Approach to Work... 2 Quality of Work...
More informationPURPOSE OF THE INTERVIEW
PURPOSE OF THE INTERVIEW The interview is a conversation in which you and an employer exchange information. Your objective is to get an offer of a job, and the employer's objective is to find out the following:
More informationInformation Technology Career Cluster Digital Design Course Number: 11.45100. Course Standard 1
Information Technology Career Cluster Digital Design Course Number: 11.45100 Course Description: Using web design as the platform for product design and presentation, students will create and learn digital
More informationArts, AV Technology & Communications Career Cluster Audio Video Technology and Film II Course Number: 10.51910
Arts, AV Technology & s Career Cluster Audio Video Technology and Film II Course Number: 10.51910 Course Description: This one credit course is the second in a series of three that prepares students for
More informationLearning and Development Hiring Manager Guide For Onboarding A New Manager
Learning and Development Hiring Manager Guide For Onboarding A New Manager www.yorku.ca/hr/hrlearn.html Table of Contents Introduction...1 What is Onboarding?...1 What is the Difference Between Orientation
More informationand Department of Education and Training Service Excellence Leadership Implementation Training San Francisco Department of Public Health
and Department of Education and Training Service Excellence Leadership Implementation Training San Francisco Department of Public Health Service Excellence is a copyright of Enspiron and SFDPH Employee
More informationIowa. CONTENT STANDARDS and BENCHMARKS. Business and Administration
Iowa CONTENT STANDARDS and BENCHMARKS Business and Administration 2001 Business, Information Management, and Marketing Career Pathway Framework Illustration of Program Possibilities Occupational Cluster
More informationGovernment and Public Administration Career Cluster Government Public Administration: State and Federal Issues Course Number 29.
Government and Public Administration Career Cluster Government Public Administration: State and Federal Issues Course Number 29.41100 Course Description This course will look at the roles of the state
More informationMOMENTS OF TRUTH WHERE LEADERS ARE MADE. The Successful Club Series
MOMENTS OF TRUTH WHERE LEADERS ARE MADE The Successful Club Series Rev. 3/2015 MOMENTS OF TRUTH The Successful Club Series TOASTMASTERS INTERNATIONAL P.O. Box 9052 Mission Viejo, CA 92690 USA Phone: +1
More informationNational Association of Educational Office Professionals 1841 South Eisenhower Court Wichita KS 67209 www.naeop.org
Public Relations for the Educational Office Professional National Association of Educational Office Professionals 1841 South Eisenhower Court Wichita KS 67209 www.naeop.org Preface This publication is
More informationArts, Audio-Video Technology & Communications Career Cluster Audio & Video Technology & Film I Course Number 10.51810
Arts, Audio-Video Technology & s Career Cluster Audio & Video Technology & Film I Course Number 10.51810 Course Description: This course will serve as the foundational course in the Audio & Video Technology
More informationPEER TUTOR TRAINING MANUAL 2015-2016
PEER TUTOR TRAINING MANUAL 2015-2016 Contents Peer Tutor Program Guidelines and Responsibilities CONFIDENTIALITY... 3 ATTENDANCE... 3 PROFESSIONALISM... 3 ACADEMIC HONESTY... 3 THE TUTORING ENVIRONMENT...
More informationBusiness Etiquette. Business and Social Manners. Leadership and Development Training
Business Etiquette Business and Social Manners Leadership and Development Training The institute experts have many years of experience in effective leadership and development training. We have worked with
More informationPerformance Review (Non-Exempt Employees)
Performance Review (Non-Exempt Employees) Name: Department: Campus ID Number: Title: Review Period: - Job Description Review: I. Essential Job Requirements: (Consider employee s knowledge of duties, responsibilities
More informationEmployee Performance Evaluation. I. Employee Information. Job Description. Attached.
Employee Performance Evaluation I. Employee Information Employee Name: Employee Title: Review Period: Name of Manager: Title of Manager: Date of Review: II. Job Description. Attached. III. Work Priorities.
More informationInformation Technology Career Cluster Introduction to Digital Technology Course Number 11.41500
Information Technology Career Cluster Introduction to Digital Technology Course Number 11.41500 Course Description Introduction to Digital Technology is the foundational course for Web & Digital s, Programming,
More informationOrientation to Quality Customer Service
Orientation to Quality Customer Service This orientation contains crucial information for all new student employees at DePaul University. The orientation is designed to acquaint you with the everyday practices
More informationJonna L. Martin AdvanceMe Associates www.powerofimage.com
Business Etiquette tt for the Professional Jonna L. Martin www.powerofimage.com Why Professionalism Matters for Individuals id Positive feedback Personal reputation ti Enhances career More opportunities
More informationHospitality and Tourism Career Cluster Hospitality, Recreation and Tourism Management Course Number: 08.45400
Hospitality and Tourism Career Cluster Hospitality, Recreation and Tourism Management Course Number: 08.45400 Course Description: The third course in the Hospitality, Recreation and Tourism (HRT) Pathway
More informationLiving Our Values. VALUES: Teamwork, Integrity, Diversity, Excellence, Safety. The sick never inconvenience the well. ~ Eugene Stead, MD
Living Our Values Caring for Our Patients, Their Loved Ones and Each Other VALUES: Teamwork, Integrity, Diversity, Excellence, Safety Duke University Health System Patient Experience Oversight Team 2012
More informationADMINISTRATIVE ASSISTANT Training Needs Assessment Evaluation Form. Personal/Position Information
Personal/Position Information Name: Period Covered: Position: Reviewed by: Title: Position Start Date: Community: Region: Page 1 Instructions: The information contained in this evaluation is strictly confidential.
More informationEmployee Engagement - The Missing Link in Service Excellence
Employee Engagement - The Missing Link in Service Excellence Moses Ngorima Principal Consultant PPB Africa 18 October 2010 Employee Engagement no company, small or large, can win over the long run without
More informationPrinciples of Supervision MGT 2220 Chapter 8 The Supervisor as Leader
Principles of Supervision MGT 2220 Chapter 8 The Supervisor as Leader If people see you looking out only for your own best interests, they will not follow you. - Carlos Gutierrez, U.S. Secretary of Commerce
More informationProfessional Telephone Courtesy Guide
Professional Telephone Courtesy Guide Table of Contents Who are our Customers?... 2 Telephone Courtesy... 3 Answering the Telephone... 5 Placing a Caller on Hold... 6 Keeping Your Staff Well Informed...
More informationEMPLOYEE PERFORMANCE APPRAISAL
Review 1/20/2012 EMPLOYEE PERFORMANCE APPRAISAL Employee Seniority Supervisor(s) Position Title Department Job Skills & Knowledge: Demonstrates professional skills and knowledge of the responsibilities
More informationCareer Readiness Student Performance. Arkansas Department of Career Education Model Framework
Arkansas Department of Career Education Model Framework 2012 2013 Course Title: Career Ready 101 Online ONLINE COURSE Career Cluster: All Secondary Career Guidance Course Number 493910 CIP Number (Program
More informationNegotiating Your Compensation Package
Negotiating Your Compensation Package 10. Negotiating Your Compensation Package Prepare Yourself There are several things to be aware of and to keep in mind before you enter the negotiation process: Organizations
More informationCustomer Service Standards - Greetings
TRAINING MANUAL for improving the quality of service in the Healthcare Industry MODULE 2/14 Includes Chat Points and Learner Activities PLUS Trainer s Notes Customer Service Standards - Greetings The Healthcare
More informationManson School District Volunteer Applicants. Human Resources Department. Volunteer Applicant Procedures
TO: FROM: RE: Manson School District Volunteer Applicants Human Resources Department Volunteer Applicant Procedures Thank you for your interest in volunteering with the Manson School District. School and
More informationCustomer Service Training 101, Second Edition By Renee Evenson
Excerpt from: Customer Service Training 101, Second Edition By Renee Evenson Chapter One Taking Your First Steps: The Basics Always remember, the customer is the reason you have a job. What has happened
More informationMENTAL HEALTH WORKER Training Needs Assessment Evaluation Form. Personal/Position Information
Personal/Position Information Name: Period Covered: Position: Reviewed by: Title: Position Start Date: Community: Region: Page 1 Instructions: The information contained in this evaluation is strictly confidential.
More informationUniversity of Wisconsin-Whitewater Early Childhood Education College of Education Evaluation of Head Start Observation & Reflection
Dear cooperating teacher: Thank you for working with a student in the early childhood education program at UW-Whitewater. The attached evaluation form is used to document the student s experiences, knowledge,
More informationCustomer Service: Creating a Solid Foundation
Customer Service: Creating a Solid Foundation Brought to you by: Comprehensive Public Training Program (CPTP) As administered by Louisiana State Civil Service 1 Table of Contents Why is Customer Service
More informationA GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS FIFTH EDITION BY FRED BEISSE
Chapter 2 Customer Service Skills for User Support Agents A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS FIFTH EDITION BY FRED BEISSE Chapter Objectives The importance of communication
More informationBY GENE SPANNEUT. Reflect
reflect prepare impress succeed reflect prepare reflect prepare impress succeed refl BY GENE SPANNEUT Gene Spanneut spanneut@verizon.net Spanneut is an assistant professor of educational administration
More informationVd.11ETS. Supervisor Guide to Onboarding Veterans and Military Service Members. U.S. Department ofveterans Affairs YOUR GATEWAY TO VA CAREERS
Vd.11ETS YOUR GATEWAY TO VA CAREERS Supervisor Guide to Onboarding Veterans and Military Service Members I U.S. Department ofveterans Affairs Message from the Veteran Employment Services Office (VESO)
More informationInterview Skills Guide
Interview Skills Guide The main purpose of an interview is to sell yourself to a company/organization and convince them that they should hire you. As a candidate you are a salesperson, selling the most
More informationCustomer Service Standards
AUSTRALIAN CAPITAL TERRITORY GOVERNMENT www.act.gov.au ACT PUBLIC SERVICE Customer Service Standards Revised September 1999 Australian Capital Territory, Canberra 1999 2 FOREWORD To all staff, Since the
More information!"#$%&##'()$*"&))& ''''+!,'-%)&./&0$1)&'+21.0
INTERNATIONAL BUSINESS SKILLS COURSEWARE '!"#$%&##'()$*"&))& ''''+!,'-%)&./&0$1)&'+21.0!""#$%&'$%()*!++,"&-'&,.(,/(01+&.$++( 2#-"'&'&,.$#+ I hear and I Forget I see and I Remember I do and I Understand
More informationCareer Readiness Skills
Interests, Aptitudes, and Abilities... 1 Entrepreneurship... 2 Taking an Interest Inventory... 3 TSA... 5 Keys to a Positive Attitude... 6 Teamwork... 7 Work Habits... 9 Personal Employability Traits...
More informationDESCRIBING OUR COMPETENCIES. new thinking at work
DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE
More informationAgriculture, Food & Natural Resources Career Cluster General Horticulture and Plant Science Course Number 01.46100
Agriculture, Food & Natural Resources Career Cluster General Horticulture and Plant Science Course Number 01.46100 Course Description This course is designed as an introduction for the Horticulture-Plant
More information