It is not unusual for front office workers to have to deal with demanding customers and sometimes with customers who are angry or upset. These conflicts can be especially difficult if the customer is also a college staff person or faculty member. Whether real or perceived, the personal threat or pressure in these instances can be much more intense for the office worker since it involves an internal constituent.
This webinar will suggest ways that supervisors can train staff to deal with these circumstances and how to develop policy and procedures that help to minimize their occurrence. Topics will include techniques for recovering a situation from conflict, non-confrontational methods for dealing with power struggles, building a culture of team support to deflect bullying, customer service policy examples, and how and when to step in to neutralize interactions.
Register for Train Your Front Office Staff To Work Effectively With Demanding Faculty & Staff Workshop