Training Front Office Staff: Handling Difficult & Disruptive Behaviors Remotely

Description  Challenge - How do you deal with an unhappy customer online? Given the expanse of online education, students, parents and staff are demanding remote services at a much higher level and frontline staff are experiencing more complex service scenarios. Key Takeaway Learn how to train frontline customer staff to effectively deal with difficult & disruptive behaviors remotely (over the phone & online). 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, and it can be even more complex when it is over the phone or online. 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. These scenarios are even more difficult for our frontline customer serv