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Foundations of Customer Service
Professional Networking Process
Benefits of a Training & Development System
High-Involvement Organizations
HR’s New Role
Training Raters to Assess Performance


In this section:
Work Samples
Articles and Presentations
Research Work

Professional Blog
Foundations of Customer Service
©Mubeena Mohd
Powerpoint
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I designed this training presentation for Sales Trainers dedicated to teaching customer-service. The material has been put together as a result of my readings and knowledge of the Total Quality Management school of thought. The core belief here is that if you treat your employees right, your customers will be treated right.
Professional Networking Process
©Mubeena Mohd
Powerpoint
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A presentation that highlights the core process and benefits of social and professional networking. It is based on the principle that people are attracted to genuineness, and the dedication not only to success of the self, but success of the other. ‘Customer Satisfaction’ is being replaced with ‘Customer Success’.
Benefits of a Training & Development System
©Mubeena Mohd
Adobe Acrobat
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A one-page document you can use to convince your top Management of having an in-house Training & Development system. I can’t stress this enough but outsourced training vendors just do not have real competence when it comes to customization for your particular organization’s culture and industry.
High-Involvement Organizations
Mubeena & team, Hofstra University
Word
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A presentation you can use to showcase the rationale, benefits, and bottom-line results a highly involved organization brings to the table. This type of organization selects, develops, and retains employees with leadership mindsets. This new culture embraces the diversity of people’s ideas and acts on them with joy.
HR’s New Role
©Mercer Delta Consulting / Mohd & Sullivan
Powerpoint
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Introducing the new role of HR in the business world. Gone are the days of personnel filing and administrative tasks for the HR Department. They now ensure tangible bottom-line results for their organizations. HR leaders are predicted to be the most important agents in an organization’s success, and here’s how.
Training Raters to Assess Performance
©Mubeena Mohd
Word
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A component of the performance appraisal process is training raters to increase the accuracy of providing accurate feedback to employees. Rater training programs are described in this paper based on past research studies: Rater Error Training (RET), Frame-of-Reference Training (FOR), Rater Variability Training (RVT), Behavioral Observation Training (BOT) and Self-Leadership Training (SLT).

 
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