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Diversity Maximizing Customer Satisfaction Through Valuing Employees contains three video vignettes that examine diversity issues surrounding personnel procedures, minority issues, the glass ceiling and customer service.
The uniqueness of this product is tied to its approach to these issues: Using a sequence of interrelated dramatic video vignettes, the viewer sees how a problematic performance evaluation can develop into career/minority concerns, and ultimately to poor customer service.
These vignettes, in combination with in-depth training and reference materials, provide a framework for organizations to discuss how diversity and management issues can impact the delivery of customer service.
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Performance Appraisal (10 Minutes)
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Performance Appraisal addresses the differing expectations and perceptions of performance standards. You’ll also gain understanding of the responsibility of both individuals to ensure a quality performance review. In the process, you can see the influence of personal values and biases on perception of others as well as understand the harm that comes from a lack of clear, specific and timely communication.
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Minority Issues and the Glass Ceiling (10 Minutes)
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Minority Issues and the Glass Ceiling deals with the changing organizational structure and possible lack of promotional opportunities. You’ll learn about the influence of personal values and biases on perceptions of others as well as understand the harm that comes from a lack of clear, specific and timely communication. Finally, you’ll see how differing perspectives and perceptions of performance standards.
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Customer Impact of Diversity Issues (10 Minutes)
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Customer Impact of Diversity Issues addresses the effort of internal management of diversity on external business success. In the process, you’ll see how different approaches are required to meet diverse customers’ needs. Most importantly, you’ll see the extension of diversity management beyond employees to customers and stockholders.
