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An OCSE Guide for Hispanic/Latino Customer Service


This guide is in portable document format (PDF) and is best viewed with Adobe Acrobat Reader 4.0.
Click here to download.

Table of Contents:

Chapter 1 . . . . . . . . . . . . . . . Effective Customer Service
Chapter 2 . . . . . . . . . . . . . . . The CSE Hispanic/Latino Customer Base
Chapter 3 . . . . . . . . . . . . . . . Federal Requirements
Chapter 4 . . . . . . . . . . . . . . . A New Approach
Chapter 5 . . . . . . . . . . . . . . . The Media Resource
Chapter 6 . . . . . . . . . . . . . . . Key State Profiles: Hispanics/Latinos in 50 Metropolitan Areas
Chapter 7 . . . . . . . . . . . . . . . Appendices


Download:

Chapters 1-5

Chapters 6-7