Infopeople Workshop - Customer-Friendly Is More Than an Attitude

An Infopeople Workshop - December 2004-April 2005

See Past Workshops Introduction for information about viewing the .pdf and .doc formats.

Workshop Description - html

Workshop Materials

  • Agenda - doc [126k] - pdf [18k]
  • PowerPoint Presentation - ppt [299k]
  • Exercises
    • Ex. 1: Building Rapport - doc [37k] - pdf [7k]
    • Ex. 2: Simplifying the Language - doc [38k] - pdf [7k]
    • Communication with ESL Customers - doc [40k] - pdf [10k]
    • Listener Filters and Barriers - doc [39k] - pdf [10k]
    • My Listening Inventory - doc [40k] - pdf [10k]
  • Handouts
    • Four Types of Listening - doc [39k] - pdf [8k]
    • Basic Attributes of the Customer-Friendly Attitude - doc [42k] - pdf [14k]
    • Myths about Listening - doc [37k] - pdf [7k]
    • Personal Action Plan - doc [41k] - pdf [12k]
    • When You Can't Fill a Request - doc [56k] - pdf [13k]