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Full-Text Articles in Disability Law
Institute Brief: Taking The Mystery Out Of Customer Service, Heike Boeltzig, Lora Brugnaro, Cecilia Gandolfo, Amy Gelb, Karen Zimbrich, Lara Enein-Donovan, Cindy Tsui, Joy Gould
Institute Brief: Taking The Mystery Out Of Customer Service, Heike Boeltzig, Lora Brugnaro, Cecilia Gandolfo, Amy Gelb, Karen Zimbrich, Lara Enein-Donovan, Cindy Tsui, Joy Gould
The Institute Brief Series, Institute for Community Inclusion
With the current emphasis on universal access to employment services for all members of the community, the workforce development field needs to evaluate service delivery. A "mystery shopper" program is one of many evaluation tools available to ensure continuous quality improvement and customer satisfaction. This technique allows organizations to collect data on the experiences of One-Stop Career Center customers from the customer perspective. The brief includes a sample shopper questionnaire.
Massworks: Massachusetts Launches The Disability Program Navigator Initiative, Institute For Community Inclusion, University Of Massachusetts Boston
Massworks: Massachusetts Launches The Disability Program Navigator Initiative, Institute For Community Inclusion, University Of Massachusetts Boston
MassWorks Series, Institute for Community Inclusion
Welcome to MassWorks, our initiative for disability, workforce development, and employment professionals in Massachusetts. All too often, it seems, we work towards the same goals from different sides. With the many day-to day demands of our jobs, it's easy to miss opportunities to share ideas and resources across agencies. The aim of MassWorks is to bring information to workforce and disability professionals who have the goal of improving employment outcomes for Mass. residents with disabilities.