Development of a Training Program for Frontline Service Employees' Improvement of Student Services PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download Development of a Training Program for Frontline Service Employees' Improvement of Student Services PDF full book. Access full book title Development of a Training Program for Frontline Service Employees' Improvement of Student Services by Debbie S. Persaud. Download full books in PDF and EPUB format.
Author: Debbie S. Persaud Publisher: Universal-Publishers ISBN: 1581122969 Category : Business & Economics Languages : en Pages : 161
Book Description
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.
Author: Debbie S. Persaud Publisher: Universal-Publishers ISBN: 1581122969 Category : Business & Economics Languages : en Pages : 161
Book Description
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.
Author: United States. Congress. House. Committee on Appropriations. Subcommittee on the Treasury, Postal Service, and General Government Appropriations Publisher: ISBN: Category : Government publications Languages : en Pages : 844
Author: United States. Congress. House. Committee on Appropriations. Subcommittee on the Treasury, Postal Service, and General Government Appropriations Publisher: ISBN: Category : Business & Economics Languages : en Pages : 1242
Author: Min Zhu Publisher: Springer Science & Business Media ISBN: 364227966X Category : Technology & Engineering Languages : en Pages : 860
Book Description
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.
Author: United States. Congress. House. Committee on Appropriations. Subcommittee on the Treasury, Postal Service, and General Government Appropriations Publisher: ISBN: Category : United States Languages : en Pages : 898
Author: Publisher: Elsevier ISBN: 0081026722 Category : Law Languages : en Pages : 4418
Book Description
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
Author: United States. Congress. House. Committee on Appropriations. Subcommittee on District of Columbia Appropriations Publisher: ISBN: Category : Political Science Languages : en Pages : 1482
Author: Debbie S. Persaud
Author: Debbie S. Persaud
Author: 
Author: United States. Congress. House. Committee on Appropriations. Subcommittee on the Treasury, Postal Service, and General Government Appropriations
Author: United States. Congress. House. Committee on Appropriations. Subcommittee on the Treasury, Postal Service, and General Government Appropriations
Author: 
Author: Min Zhu
Author: United States. Congress. House. Committee on Appropriations. Subcommittee on the Treasury, Postal Service, and General Government Appropriations
Author: 
Author: 
Author: United States. Congress. House. Committee on Appropriations. Subcommittee on District of Columbia Appropriations