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SECTION a, EMPLOYEE TRAINING AND DEVELOPMENT PROGRAM Pap4 <br />EMPLOYEE ORIENTATION AND TRAINING (CONTINUED) <br />Presented in a classroom environment, the curriculum gives employees an opportunity to learn and share ideas about: <br />How to create a positive first impression to each customer <br />How to handle difficult situations <br />The importance of body language <br />Techniques to use for different situations <br />In addition, CPS offers a written test as one of many tools available for training our customer service personnel. <br />Another innovative training program at CPS is "Taking C.A.R.E. of Business: Choosing to Deliver Remarkable Customer <br />Service.' Developed exclusively for CPS, the program is designed to help employees understand the essential elements of <br />customer service and provide basic skills. <br />"Taking C.A.R.E." is a one-day, video-assisted session that is highly interactive. The trainer uses discussion and workbook <br />activities that blend actual employee scenarios and real work situations in three video training segments. <br />All hourly employees are placed in the C.A.R.E. customer service-training program during their first few days of training and <br />before being placed in the work setting. The program's key elements center around four concepts: <br />C onnect to our customers <br />A ttention to their needs <br />R esponsible for their problems <br />E nthusiastic about our role as service providers <br />Employees are tested at the conclusion of the training session and results are placed in the employee's training file. <br />Periodic refresher courses are conducted as needed. In addition to our customer service training, employees are given <br />site-specific training associated with each facility. The purpose of this training is to ensure that all employees are com- <br />pletely familiar with the project. Site-specific training has several components and is covered during a walking orientation <br />tour of the project, including: <br />+ Familiarity with freeway access <br />+ Familiarity with each building and destination in the nearby area <br />+ Familiarity with other popular destinations in the area <br />+ Local events and calendars <br />+ Responses to commonly asked questions <br />25F-73