工商管理专业外文翻译--培养学生员工优质的业务.docVIP

外文出处： (外文)Training Student Employees for Quality Service 外文原文： Training Student Employees for Quality Service Jane M. Kath man and Michael D. Kath man This article examines the factors necessary for a successful student employee training program. The factors include the importance of preemployment activities, such as well-written job descriptions and performance measures, job orientation to the library, specific training for the duties to be performed, and the evaluation of the training program. Why are L. L. Bean and Lands End leaders in catalog retailing? It is not just the product selection and the guarantee of satisfaction or a full refund at any time. Other catalog companies make similar promises. What makes them different is the quality of the interaction between their representatives and the customer. Both companies have a well-executed training program for their personnel that emphasizes service above all else. A call placed to customer service connects the customer with people who not only know about their products, but also who communicate a strong commitment to serve the customer. Each of us chooses retail stores, mail-order houses, and other services based on the quality of service received. If libraries do not provide consistent, quality service, their competitors will take away large parts of the market. As with any retail business, quality customer service is essential for libraries. To accomplish this, libraries need to be particularly attentive to training those who are the most visible and active part of their service function. Often in libraries the first person that a patron meets is a student employee, usually at the circulation desk. These student employees contribute significantly to the image of the library and the delivery of library services. Thus, library student employees should be considered ambassadors of the library and often ambassadors of the larger institution to guests on campus. The investment in student employee training determ