Handling Difficult & Disruptive Customers: A Training for Frontline Employees

Description  Overview Have you ever dealt with a frustrated, demanding, or threatening student, parent or even a fellow staff member? If you’ve worked the “front lines” of customer service in higher education, you have had this experience. Most often, you are “broadsided” to the point where you are at a loss for words, defensive or even fearful. When this happens, it is often difficult to recover and continue to work toward a solution. Instead, we are often caught up in the negative situation and our own reactions, and these interactions end badly for all involved. Are you trained to effectively deal with the various levels of frustration, emotions and escalations that often occur?As we know, problems can occur in every area across campus and at varying levels of severity. Customer demands can be vast and unrealistic, and yet we are still here to serve. Students, parents and even staff members may complain, yell, make a scene in front of others, and even become threatening to