Sales-assistants serving customers with a traumatic brain injury

Goldblum, Glenn (2007) Sales-assistants serving customers with a traumatic brain injury. [Clinical Aphasiology Paper]

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Abstract

The research examined the impact of a once-off training session on the confidence and knowledge of sales-assistants serving customers with cognitive-communication disorders following TBI. Two questionnaires were developed and administered to the experimental group pre-and-post training, as well as the control group. The training session and its evaluation used original videotaped scenarios. Inter-and-intra group comparisons were analyzed on derived confidence and knowledge constructs of the questionnaires. Results highlighted the impact of the training session on experimental group participants. The need for companies to expand their concept of customer service to include the customer with a disability is emphasized.

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