Why should every staff person and volunteer have their own copy of the workbook?
The workbook is full of different kinds of
exercises, questions and dilemmas. Each person will respond differently. Working with his/her own book (which
is attractively bound and full of entertaining photography) allows the learner to make the workbook his/her own and
be able to refer back to it in the future. The workbook is not for photocopy, and the price has been kept low
so that shelters can afford one copy for each staff member or volunteer.
Who should be in charge?
Select one person at the shelter/clinic
to become the Customer Smart coordinator would be responsible for ordering the workbooks and showing others how they can be
used. This could be your HR person, a manager or designated staff person.
How should the workbook be presented?
Successful
test runs with 5 different shelters show that although individual study has its place, group study is an extremely effective
way to use the workbook. People in the group share ideas, stories and strategies. Bring a small group of individuals
from one department OR a group from a cross section of departments together to review a chapter. Use a chapter or specific
exercises in a staff meeting to liven it up.
Does someone need to facilitate the group?
Yes, but that person does not need to be a professional facilitator. The
workbook contains clear, specific guidelines for running each chapter so that it is both entertaining and extremely beneficial.
The group meeting and discussion can be very informal, because guidelines and questions that promote involvement are
provided in the workbook.
Can we use the workbook with a new employee for orientation or with just one volunteer?
Yes, there are so many ways you can use the workbook with small or large groups
or with just one individual. What a good way to let a new employee or volunteer know what you expect of him/her in terms
of relations with the public. The workbook is designed to be very shelter/clinic user friendly.
Besides teaching or reminding staff and volunteers about ways to deal well with the public,
what else can the workbooks provide?
Besides all the
information and practice learners will gain from using the workbook, chapters provide a perfect time to set benchmarks for
future individual or team performance. Another outcome is how the workbook has been proven to create a sense of team among
people who study a chapter together. Staff and volunteers learn that they face similar issues.
