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"Chapter 5: I Don't Receive Complaints Today--Results of an In-House Training Workshop"
Author: Gossett, Elaine
Published In: Creating a Service Culture: Making the Customer Connection
Date: 2005

After 15 years in a contract management arrangement, the Custodial Department at Emory University perceived a need to improve services and establish an in-house management team. Describes the three-session training workshop that facilitated the change. As part of the process, employees created lists of important actions the department should take and shared this with staff and top leadership.

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