Create Positive Outcomes and Interactions and a Culture of Excellent Customer Service
Campus Front Line Staff Training: Create Positive Outcomes and Interactions and a Culture of Excellent Customer Service
Tuesday, June 20, 2017
2 to 4 p.m.
1920 Sangren
Open to all WMU employees. Limited seats available. To register, send your name and department to provost-support@wmich.edu.
Students, staff and parents can be demanding at times and expect you and your staff to respond quickly and accurately.
Each day brings a new range of personalities, situations and demands encountered over the phone, email and walking through the office door.
Position your staff to feel successful and efficient in responding to the needs of their daily customer interactions. Equip them with tools they need to deliver exceptional service to all who call, email or hover over their front desks.
Ensure your customers – students, staff, parents, alumni – depart every experience they have with your office feeling valued and served.
Topics Covered:
- Integrate higher education and best corporate practices to improve and adapt procedures, training and policies to create positive customer service experiences.
- Identify the key customers/guests for your department and their unique needs to improve your daily departmental functions.
- Recognize typical disruptive behaviors and develop key strategies to address situations in a proactive, positive and safe manner.
- Develop ongoing frontline staff trainings to continually improve service and overall operations.
- Utilize customer service models created to improve interaction with a difficult guest and help your front line staff defuse the situation quickly and effectively to avoid further frustration.