Work Cited

Customer Conflicts

Brown, Judith. "Training needs assessment: A must for developing an effective training program." Public Personnel Management 31.4 (2002): 569-578.

"customer-service." Dictionary.com's 21st Century Lexicon. Dictionary.com, LLC. 12 Nov. 2015. <Dictionary.com http://dictionary.reference.com/browse/customer-service>.

Hartline, Michael D., and O. C. Ferrell. “The Management of Customer-contact Service Employees: An Empirical Investigation”. Journal of Marketing 60.4 (1996): 52–70. Web...

Disabilities

"About the AODA." AODA Training & Consulting. Accessibility Ontario, 02 Sept. 2014. Web. 09 Nov. 2015. <http://accessontario.com/aoda/>.

"Accessible Customer Service Training." How to Train Your Staff on Accessibility. Ontario, 9 Nov. 2015. Web. 16 Nov. 2015.

<http://www.ontario.ca/page/how-train-your-staff-accessibility>.

Osler, and Hoskin. "Ongoing Compliance Checklist." Key Processes and Summary Checklists Sarbanes-Oxley Ongoing Compliance Guide (2012):

73-74. AODA Compliance Checklist. Harcourt Llp, Apr. 2014. Web.<https://www.osler.com/uploadedfiles/AODA-Compliance-

Checklist.pdf>.

"People with Disabilities." How to Make Customer Service Accessible. Ontario, Aug. 2015. Web. Nov. 2015.

<https://www.ontario.ca/page/how-make-customer-service-accessible>.

Service Ontario. "Training Resource for Small Businesses and Organizations." AODA. AODAAll, 2008. Web. 09 Nov. 2015.

<http://www.aoda.ca/training-resource/#need>.

"Walmart Canada - Multi-Year Accessibility Plan for Walmart Canada." Walmart Canada. Walmart Canada Corp., 2015. Web.10 Nov. 2015.

<http://www.walmartcanada.ca/about-us/policies/>.

Technology

Books24x7. Web. Oct. 8, 2015. <http://common.books24x7.com.ezproxy.library.yorku.ca/toc.aspx?bookid=90777>

Kaminski, Karen. Ed. Courtney J. Cornelius. Using Technology for Communication and Training (2009): 1-9. Society for Human Resource

Mangement. Society for Human Resource Management, 2009. Web. 22 Sept. 2015.