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A Quality Improvement Customer Service Process and CSS [Customer Service System]. Burlington County College Employee Development Series, Volumes I & II.

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Burlington County Coll., Pemberton, NJ. – 1994

Prepared for use by staff in development workshops at Burlington County College (BCC), in New Jersey, this handbook offers college-wide guidelines for improving the quality of service provided to internal and external customers, and reviews key elements of BCC's Customer Service System (CSS), a computerized method of recording and following-up on…

Descriptors: Community Colleges, Computer Oriented Programs, Guidelines, Improvement Programs

"What Teachers Can Do When Students Have Problems": A Self-Instructional Unit on Interpersonal Communication--Helpful Styles of Listening and Responding.

Grastie, Kay – 1980

This two-part learning module provides text and accompanying exercises to assist instructors in employing effective listening and communication techniques in response to students' programs and concerns. Part I describes the communication process between sender and receiver and discusses the process of active listening by which the instructor…

Descriptors: Communication Problems, Communication Skills, Communication (Thought Transfer), Community Colleges