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Skill Building, Customer Service |
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Overview:
Customer service ideas are increasingly used in new ways. Hospitals
and health centers now talk about meeting patient, or "customer,"
needs. Even teachers and public safety and service providers
use the words "client" and "customer."
Cultural competence builds understanding, and
trust. Continuing trust opens doors to relationship--a value-added
exchange that involves flexibility, and the ability to "make
things right"--the heart of customer service.
Building Cultural Competence: Can build
awareness, communication, and skills to better serve all customers-learning
how:
Albrecht, K., & Zemke, R. (1990), Service
America!, New York, NY: Time Warner Books.
Senge, P. (1994). The Fifth Discipline Fieldbook:
Strategies and Tools for Building a Learning Organization,
New York, NY: Doubleday.
Srivastva, S., et al (1990), Appreciative
Management and Leadership, San Francisco, CA: Josey-Bass
Ltd.
Thomas, D.A., & Ely, R., "Making Diversity
Matter: A New Paradigm for Managing Diversity," Harvard
Business Review. September-October 1996.
Tingley, J.C. (1993). GenderFlex: Men & Women
Speaking Each Other's Language at Work. Washington, DC: American
Management Assn.
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The Payoff: Develops strengths--including retained customers
and employees. Can strengthen profit (and good will)--generated
through the hearts, minds, and hands of all employees. Cultural
competence can facilitate effectiveness and productivity in
a varied ways and settings.
How to Make It Happen: All stakeholders join to create
a customer service vision. Involves self-organized dialog
with facilitators to develop skills, teamwork, and plans to
continue learning.
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National Center for Cultural Healing
2331 Archdale Road
Reston, Virginia 20191
703/626-1619
information@culturalhealing.com
http://www.culturalhealing.com
Health Care >> Mental Health >> Patient Education >> Health Professions Education >>
© 1999-2003 by National Center for Cultural Healing, LLC
