APPA Library

"Development of a Training Program for Customer Service"
Author: Hall, Kenneth A., and Diane Figari
Published In: Proceedings of the 1994 Educational Conference
Date: 1994

Presentation at APPA's 81st Annual Meeting in San Antonio, Texas. Describes the design and implementation process involved in a personal training and development program at the University of Idaho facilities department. The training responded to individual requests for skills enhancement, the need to reduce job related injuries, training for newly created positions, cross training to develop a more flexible work force, and development opportunities for employees to take on more challenging job responsibilities. Covers literature review, case study, and training program implementation and maintenance. Includes bibliography and appendices describing curriculum development and materials related to cleaning levels.

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