Training Your Frontline Staff to Navigate Difficult & Disruptive Situations :Improve Service, Interactions & Positive Outcomes
Frontline staff roles are constantly evolving and the pressure of the position requires that they are well trained, exude confidence and have the necessary skills to de-escalate difficult situations. It is critical that frontline staff embrace a customer service culture to ensure your customers and campus community feels understood, appreciated and valued.
Our expert presenter has specifically designed this training using higher education situations and examples so your staff can confidently recognize, address and solve problems as they occur.
Prepare your team to address difficult and disruptive people and situations confidently by utilizing core competencies, practical resources and proven methods to create positive solutions. Ensure they influence outcomes to achieve desired results and exceed expectations.
As a result of this webinar, you will be able to:
Empower staff and equip them with the necessary training and tools to navigate and mange situations successfully — prevent problems before they occur, de-escalate conflict and turn a potential negative experience into a positive one.
Train your staff to utilize core competencies to deliver excellent customer service — embolden staff to use appropriate behavior, response and conflict management skills to deescalate a potentially volatile situation and achieve a positive outcome.
Create a customer service culture that embraces your mission and upholds your institutional values — prepare your staff to address difficult and disruptive people confidently and professionally so that they can defuse difficult situations.
Develop organizational procedures, policies and strategies that allow staff to feel confident and secure in their response protocol — motivate front line staff to avoid potential burn out, improve employee satisfaction, retention rates and overall departmental operations.
Foster an environment that will help your customers feel valued and appreciated — understand their issues and needs and provide positive outcomes that lead to a great service experience.
When: Wednesday, October 9, 2019 Venue: TRC Conference Room Time: 2:00 pm – 3:30 pm Presented by: Robin Petrus/Higher Ed Topics Webinar Register: REGISTER HERE