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"Chapter 6: Enhancing Customer Service and Advancing Diversity"
Author: Campbell, Elizabeth, and Cathy Schlosberg
Published In: Creating a Service Culture: Making the Customer Connection
Date: 2005

To address the challenges that may arise when serving different constituent groups in the campus environment, the authors recommend broadening the framework for decision making and increasing awareness of clients' and customers' traditions and preferences. Explores several basic tenets that lead to successful management of diversity on campus.  Covers importance of recognizing and understanding employees' and customers' needs.  Describes ARAMARK's Diversity Leadership Council, which was formed to design strategies for the company's commitment to corporate diversity. Believing that a knowledgeable work force can provide better customer service, recommends diversity awareness training, efforts to recruit a diverse workforce, and providing resources to overcome language barriers.

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