Providing
Extraordinary Customer Service (Education)
When you are on the front line dealing directly with customers, and they are
frustrated because what you are able to provide does not satisfy their needs, it
is not unusual for your customers to vent their anger and frustration toward the
school secretary, bus driver, teacher, principal or other staff member on the
school site. Unfortunately, those same customers never call when things are
going right to tell you what a great job you are doing. They only call to
complain when something goes wrong!
This program is designed to give educators and school support personnel the
behavioral skills and tools they will need to provide high levels of service and
strategies to handle the occasional angry or difficult customer.
Key Topics:
- Dealing with the customer's perceptions
- Understanding the needs of your customer
- Caring customer responses...tips to ensure that any interaction with a
customer is positive
- How to diffuse an angry or complaining customer
- Keys for not getting emotionally hooked with difficult or angry customers
- Designing an effective customer service strategy for problem situations
- The role of listening in dealing with angry customers
- Six strategies that effectively diffuse difficult customer situations
- Developing a personal customer service action plan
