 
Employee Management and Customer Service in the Retail Industry
August 2005, ©2006
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CHAPTER 1: HIRING GOOD PEOPLE.
The Job Description.
Finding Employees.
Interviewing Job Candidates.
Background Checks.
Selecting a Candidate.
Chapter Summary.
Discussion Questions.
Endnotes.
CHAPTER 2: FEDERAL EMPLOYMENT LAWS.
Federal Wage-Related Laws.
Federal Health and Safety Laws.
Federal Benefits Laws.
Federal Antidiscrimination Laws.
Sexual Harassment and Wrongful Discharge.
Chapter Summary.
Discussion Questions.
Endnotes.
CHAPTER 3: MANAGING PEOPLE EFFECTIVELY.
The Accountability Dilemma.
Cooperation vs. Competition.
Building Cooperation.
The Workplace “Caste System”.
Chapter Summary.
Discussion Questions.
CHAPTER 4: MANAGING UNION EMPLOYEES.
A Brief History of Labor Unions.
Types of Unions.
The Grievance Process.
Chapter Summary.
Discussion Questions.
Endnotes.
CHAPTER 5: EMPLOYEE BENEFITS.
A Bit of Benefits Background.
Health Care Coverage and Costs.
Guaranteed Income Plans.
Other Types of Benefits.
Building in Maximum Flexibility.
Chapter Summary.
Discussion Questions.
Endnotes.
CHAPTER 6: RETENTION AND MOTIVATION.
The Case for Employee Retention.
Structure Drives Behavior.
Why Workers Leave.
The Role of Change.
Learning From Goodbyes.
Chapter Summary.
Discussion Questions.
Endnotes.
CHAPTER 7: BUILDING CORE VALUES.
Regaining Trust.
Retail-Specific Values.
Corporate Citizenship.
Chapter Summary.
Discussion Questions.
Endnotes.
CHAPTER 8: MANAGING IN DIFFICULT SITUATIONS.
Drug Abuse in the Workplace.
Off-the-Clock Work.
The Smoke-Free Workplace.
Workplace Violence.
Chapter Summary.
Discussion Questions.
Endnotes.
CHAPTER 9: CUSTOMER SERVICE AND RELATIONSHIP BUILDING.
Business as a Human Endeavor.
The Service-savvy Employee.
Ideas, Large and Small.
Changing the Service Mind-set.
Chapter Summary.
Discussion Questions.
Endnotes.
CHAPTER 10: RETAIL TECHNOLOGY AND TRENDS.
Technology and Workplace Privacy.
Temporary Workers.
Free Speech and Blogging.
Competing with E-commerce.
Chapter Summary.
Discussion Questions.
Endnotes.
Glossary.
Index.
- Detailed information on how to write a job description, the processes of analyzing resumes, conducting employment interviews and background checks, as well as how to make a job offer to the top applicant.
- Coverage of federal employment laws and regulatory agencies.
- Discussion of workplace pitfalls such as discrimination, sexual harassment, competition between workers, unhappiness in the workplace, new-employee challenges, drug abuse, the health-versus-rights debate, personality conflicts, and the impact of technology on employees’ privacy rights.
- Coverage of labor unions, their representatives and grievance investigation procedures.
- A thorough coverage of employee benefits-both financial and lifestyle related.
- Creative ways to introduce morale-boosting changes to a department or sales force that may be struggling.
- Examples of new customer-service trends in retail stores that are turning heads.
- Chapter summary and discussion questions at the end of every chapter.
- Detailed information on how to write a job description, the processes of analyzing resumes, conducting employment interviews and background checks, as well as how to make a job offer to the top applicant.
- Coverage of federal employment laws and regulatory agencies.
- Discussion of workplace pitfalls such as discrimination, sexual harassment, competition between workers, unhappiness in the workplace, new-employee challenges, drug abuse, the health-versus-rights debate, personality conflicts, and the impact of technology on employees’ privacy rights.
- Coverage of labor unions, their representatives and grievance investigation procedures.
- A thorough coverage of employee benefits-both financial and lifestyle related.
- Creative ways to introduce morale-boosting changes to a department or sales force that may be struggling.
- Examples of new customer-service trends in retail stores that are turning heads.
- Chapter summary and discussion questions at the end of every chapter.
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