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Don't Let Rude Campus Customers Ruin Your Day: Tips for Front Line Staff

Summary

Live Webinar Recording

Recording Price: $199.00

(Includes Proprietary Materials)

Frontline staff - the people behind the counter, on the phone, and walking the floor - play a critical role in the "customer" experience. While front office employees, more often than not, find themselves on the receiving end of a tongue-lashing from campus customers, they can learn strategies to handle rude and aggressive people and deliver a great customer experience. Join us for a 60-minute webinar where you and your colleagues will discover:

  • How to deal with & reduce stress that comes with being on the frontline
  • Ways to defuse disruptive behaviors; nose-to-nose, e-mail & phone
  • Proven tips to set boundaries & communicate effectively
  • Real-life examples of dealing with demanding students, faculty & parents

Program Highlights

  • Defusing Rude & Aggressive People - First Line of Defense in Higher Ed

    • Keep cool under fire: How to set the tone, boundaries & handle emotion
    • Ways to prevent difficult behavior from starting - or escalating
    • Phone, e-mail or nose-to-nose: How to respond to bad behavior
  • Keys to Providing Fast & Friendly Campus-Wide Customer Service

    • Campus customers: How to handle demanding students, parents, faculty
    • What to say and not say - specific words & phrases to use
    • Tips to create a warm & caring environment to de-escalate & calm
  • Nuts & Bolts of the Frontline Experience: How to Deliver Top-Notch Service

    • Ways to "make it easy" to do business with your university
    • How to communicate more effectively - even with the "screamers"
    • Real-life examples & experiences from employees on the frontline
  • Live question and answer session - Have your specific questions answered!

About The Speaker

Pamela Jett is an internationally recognized presenter and author on developing leadership skills and improving workplace relationships. Her background includes:

  • Pamela has presented over 800 presentations to more than 135,000 people in seven countries.
  • She has worked with clientele ranging from the high-tech sector and manufacturing to women's groups and government agencies. Here is a partial list: Lockheed Martin, Allstate Insurance, Sony, The United Way and NASA.
  • She is specifically known for her programs that take participants beyond theory to hands-on application for immediate results.

Program Benefits

Join us for this 60-minute webinar to equip your frontline employees in every department of your university with proven techniques to identify, respond to and manage aggressive, rude and disruptive students, parents, faculty and staff.