What do Millennials expect when it comes from customer service?
Tips for Training Millennials on Customer Service
Motivating Millennial Employees
The 5 Different Kinds of Millennials
Website Checklist: Is Yours Millennial-Friendly?
Focus: Older Adults
Making your business or service “Senior-Centric”
The New Baby Boomer and How to Market to Them
Age-Friendly Business Checklist
Training resources – videos and links
Telephone Training Job Aid
A clear language chart to help you construct easy sentences
Suggestions for reading numbers
A chart for understanding common distorted pronunciation patterns in Arabic, Chinese languages, Hindi and Spanish
Low-English proficiency telephone alphabet
Focus: Language Barriers
How to tell the difference between a strong accent and a language barrier
Guide to reading letters and numbers over the telephone
Common idioms to avoid
8 Rules for Better Understanding
How to Make Your Communication Clearer
Links to Training Resources
Focus: Mental Illness
What is mental illness?
Tips for conveying and receiving information.
Interview: How to conduct visits.
Template: Customer assistance form. A tool for providing service for unpredictable customers.
De-escalation – Tips for avoiding potentially violent situations.
Application and Resources – Case Study, link to further videos and learning
911 Police Call Taker Aid
Learn how to probe about When, Where, Who, What, and Weapons, more simply.
People who have low-English proficiency have an difficult time communicating when they are in crisis. By using these phrases and words, call takers can save time and obtain the information they need to dispatch an officer quickly.