Today it seems that everyone knows the business of education better than the professionals do, and they are not shy about sharing their expertise. When upset, it is not unusual for customers to vent their frustration and anger toward the school secretary, bus driver, teacher, principal or other staff members on the school site. The consultants at Peter Barron Stark Companies can train your employees on how to handle these situations when they appear.
We typically begin our training programs with a thorough assessment developed through interviews with managers, supervisors, and employees. This helps us gain an inside look at the opportunities and challenges your organization faces. We then process that information to develop a customized program tailored to meet your needs. Our experienced trainers spend as much time researching your organization and tailoring the program to your specific needs as they do presenting the course.
This program is designed to give educators and school support personnel the behavioral skills and tools they need to consistently provide high levels of service, as well as the confidence to effectively deal with difficult customers, whether they are another staff member, a parent, or a member of the community. Utilizing customized examples and role-play, participants will learn practical skills to assess difficult situations in order to deal with challenging people in a manner that is healthy, positive and productive.
- Identify specific actions to help positively manage the customer's perceptions
- Learn how to effectively manage “moments of truth”
- Examine policies and procedures from the customer’s perspective
- Recognize that customers have both human and business needs in each interaction
- Design an effective customer service strategy for problem situations
- Understand the important role of listening when dealing with angry customers
- Identify “hooks” that difficult customers use and develop keys to not take the bait
- Utilize empathetic and reflective listening skills to diffuse a volatile situation
- Instead of saying “No” to customers, develop other options and alternatives
- Use six strategies that effectively reduce tension in difficult customer situations
- Create a personal action plan to effectively deal with difficult or angry customers
For more information on Customer Service Training for Education Professionals, please call Peter Barron Stark Companies at 858.451.3601, or email us at firstname.lastname@example.org.