Customer Service Supervisor Training Program Essay Example for Free

Customer Service Supervisor Training Program Essay KSA requirements  Ã‚   Program Objectives   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   At the program’s conclusion participants should: Knowledge   Ã‚  Ã‚  Ã‚  Ã‚   * be familiar with relevant university, state and federal policies, systems, procedures and regulations to ensure customer satisfaction Skill   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   * have all personal computer skills required to effectively work in the assigned work unit * be able to diffuse a variety of hostile and unpleasant customer situations * be competent in managing staff and the customer service work unit Ability * identify and adapt to different customer communication styles and cultural backgrounds and to recognize and resolve their needs      * adopt excellent time management procedures while adhering to relevant rules, processes and directives * assume effective problem solving procedures Program Agenda    Module and rationale Goals Training Methods 1. Policies and Procedures In order for a CSS to effectively operate within the work unit he/she must first be familiar and be able to work within   required polices and procedures. understand and work within the constraints of relevant university, state and federal policies, systems, procedures and regulations 1 day workshop PPT., individual, pair and group activities. (Participants will be provided with a folio all documentation for future reference.) 2. Personal Computer Skills In order for a CSS to effectively operate within the work unit he/she must be informed and able to use university information systems and databases, together with a number of software applications. obtain a competent working knowledge of word processing, spreadsheets, university information systems and databases, software applications 1 day workshop PPT, hands-on computer tuorial 4 ongoing weekly online tutorials 3. Understanding Customers and their needs Customers possess different styles of behaviour and learning how to adjust to those differing styles improves customer service and communication. understand the process of communication and the cultural differences that prevail, develop skills in overcoming barriers to communication, understand the importance of body language in communication,  ½ day workshop PPT, individual, pair and group activities  ½ day in the work unit role plays 4. Action Leadership    To be an effective leader,   a CSS needs to develop their own leadership skills and personal authority, as well as investigate tactics for building a strong and supportive team, handle difficult problems competently, and take accountability for end results. understand how to be an effective leader, understand how people are motivated, be better able to use the talents of individual members within the work unit, be able to develop realistic action plans 1 day workshop PPT, individual, pair group activities Take home ‘action plan’ assignment’ 5. Time Management    One of the biggest challenges a CSS has to face is managing their time.   They are often inundated with questions, queries and wants form all sides staff, customers and management.   The ability to identify and focus their attention on the most important tasks is often the difference between a successful or unsuccessful CSS. understand the importance of time in the role of CSS, identify priorities, allocate time between various activities, develop time schedules, deal with the unexpected . 1 day workshop PPT, individual, pair and group activities 6. Managing Conflict and problem solving    Not all customers are easy to manage and an effective CSS must develop effective conflict management and resolution skills to ensure customer satisfaction. These skills will also carry across to conflict issues within the work unit. understand the approach to problem solving, encourage prompt problem-solving through prompt personal action, evaluate the choices and choose the optimum solutions, understand the principles of negotiation  ½ day workshop PPT, individual, pair and group activities     ½ day in the work unit role plays       Evaluation    Participants will be given a series of scenarios, and at specific points they will be asked to indicate how they would respond. The scenarios will be realistic, using pictures, sound files, background information and video clips. In this was, a variety of behavioral measures will be gathered in a short period of time, and the process will not be dependent on the subjective judgments of examiners.

Viral Hemorrhagic Fever :: science

Viral Hemorrhagic Fever How would you like it if you died? Well that’s what’s happening to people in Africa. Their families die around them, spreading the deadly disease further into the ecosystem. Killing at will, this potent filovirus sweeps through villages with reckless abandon, destroying anything and everything in it’s way, and then just as mysteriously as it came, it disappears without a trace. Even with our modern technologies, we still don’t really know too much about this death sentence disguised as a virus. In the following, I will do my best to teach you about Ebola, its cousins, where it’s from, possible cures, effects, and so on. If we want to, we can find a cure. We control our destiny, and it’s up to us to find an anecdote to this killing machine. The Ebola virus is a highly contagious filovirus that can be transmitted by re-use of unsterilized syringes, needles, and directly transferring it by contact of bodily fluids that contain high levels, or "bricks" of virus. Aerosol transmission cannot be counted out, but water vapor containing secretions of Ebola are known to spread the infection. Seeing that Ebola can be spread in numerous ways, including being spread from animal to human, and visa-versa, monkey handlers who work with Ebola ridden monkeys have broken out with the infamous hemorragic fever. The animal-to-human spread of the virus has also killed off African tribes that eat animals with high titers of the deadly virus. Ebola is an infectious disease of many faces. It has strains, such as Mayinga, or Cardinal, which are mainly named after people, or places that they are discovered in. Strains are slightly different versions of a certain virus. Ebola’s three types that are known are: Ebola Zaire, Ebola Sudan, and Ebola Reston. Ebola Zaire was first discovered in 1976 in Zaire. It is the deadliest disease of all of the Ebola strains with a 9 out of 10 kill rate (see fig. 1-1). Ebola Sudan kills over 1/2 of the people it comes in contact with. It was discovered in 1976 also. Ebola Reston was named after Reston, Virginia, which had a shipment of cynomolgus macaques, a type of monkey, infect a whole monkey house with Ebola. Ebola Reston has never killed anyone, but it killed 80% of the monkeys that it devastated. Ebola also has a very close cousin, Marburg. Under an electron microscope, they are clearly filoviradae.

Following are excerpts from a speech made by Frederick W. Taylor in 191 Essay

If any of you will get close to the average workman in this country—close enough to him so that he will talk to you as an intimate friend—he will tell you that in his particular trade if, we will say, each man were to turn out twice as much work as he is now doing, there could be but one result to follow: Namely, that one-half the men in his trade would be thrown out of work. This doctrine is preached by almost every labor leader in the country and is taught by every workman to his children as they are growing up; and I repeat, as I said in the beginning, that it is our fault more than theirs that this fallacy prevails. While the labor leaders and the workmen themselves in season and out of season are pointing out the necessity of restriction of output, not one step are we taking to counteract that fallacy; therefore, I say, the fault is ours and not theirs. 1.Do you think Taylor’s position is equally applicable today? Be prepared to justify your answer. †¢I don’t believe Taylor’s position would be equally applicable in American business today, as it did in 1911. Since the end of World War II, it’s more apparent in American business culture for more short term employment. Some examples include contract maintenance where specific skills are required for a specified time or project completion. There are government agencies with Directors and Administrators who are filling a senior management position for as long as the current President serves. Businesses today are finding that through outsourcing some of their responsibilities to teams of highly skilled employees specializing in the needed field, this will alleviate some of the financial liabilities needed in if they were to maintain their own permanent team. The founder and chairman of APQC (formerly known as the American Productivity and Quality Center) in Houston, C. Jackson Grayson, warned several years ago that if management and labor cannot make their relationship less adversarial, â€Å"then we won’t get the full, long-term kick in productivity  that we desperately need.† 2.Looking at Taylor’s and Grayson’s remarks, which were made approximately 73 years apart, one has to wonder what we have learned. Many similar comparisons could be made. Why do you think managers don’t seem to learn as much as they could from the past? †¢Traditional relationships between management and labor looks nothing as it did 100 years ago, especially when it pertains to unions. Being the only industrialized country with its infrastructure mostly intact after World War II, the United States basked in economic superiority with American industry. However, management in the past rarely included employees in the decision-making process. There was a disconnect between management and labor which union leaders were utilized to close gaps and ensure fairness in areas such as pay and benefits, but more importantly, where safety is involved. In American businesses today, with government regulations and restrictions, differences in American and global markets and customs, outsourcing and contract services, and improvements in technology have changed the relationships between management and labor. According to an article written in Governing.Com, relationships between management and labor can be minimized by forming a joint process improvement committee (PIC), who are focused on driving organizational efficiencies. The committees are formed which enables both sides to pursue their interests with mutual respect and communication (O’Leary, 2010). Although there is no quick fix with regards to management and labor relationships, one thing is still very clear, there is still a significant divide. References Huebsch, R. (2014). The Evolution of the Labor-Management Relationship. Houston Chronical. Retrieved from http://smallbusiness.chron.com/evolution-labormanagement-relationship-36056.html Leslie W. Rue, L. L. (2009). Management kills and Application. McGraw-Hill/Irwin. O’Leary, J. (2010, September 8). Labor Pains: Repairing the Manager and Union Relationship. Governing. Retrieved from http://www.governing.com/blogs/bfc/repairing-management-union-relationship.html

Book Report On Happy Halloween - 1729 Words

Blog 1 – Happy Halloween arrives in time for the spooky season It is that time of year again, the time of year that brings out the very best in the online casino industry. Creativity is arguably at its peak during the autumn months, largely as the online casino industry looks to enter the Christmas season strong. Providing plenty of inspiration is the upcoming Halloween festivities, which always offer up images of ghouls and ghosts. Taking this inspiration to the next level is a brand new online slots game from Play’n GO. Simple in name, but without doubt fun in nature, Happy Halloween is game that channels the truck trick or treat nature of the Halloween season. Perfectly timed in arrival, Happy Halloween is a game that seemingly†¦show more content†¦5-reels, 4-rows, a detachment for the usual 3-row setup, gives players five additional symbols to work with, meaning that there are even more winning outcomes at hand. Ghost, ghouls, and a gargantuan amount of ways win, Happy Halloween can provide players with the perfect amount of thrills this Hallows Eve. Spooky Standards The standard game of Happy Halloween offers up countless ways to win, but that isn’t all. If you are lucky enough you can progress into the games bonus rounds, much of which come loaded with specials features. Taking inspiration from other leading Play’no GO titles, the key to success in Happy Halloween involves locating the Wild symbol, which takes the form of a jack-o’-lantern. This allows players to unlock even more winning combinations. Those looking to take their winnings to new heights should keep an eye out for the dastardly lady, as it can work to triple your winnings when landed on reels three, two, and one. Taking on board all the bonus elements, players have access to a potential 1,000,000-coin jackpot; this is one top of various free spins and in-game multipliers. Opportunity after opportunity, prize after prize, it all makes for an exciting affair should you choose to sit down and play Happy Halloween in the coming weeks. Scare of the Month There are a lot of Halloween themed games set to