As employees of the flagship UMass campus each of us plays an integral role in the success and reputation of the institution. This workshop focuses on learning the skills and techniques for dealing with challenging customers. This individual workshop is the second part of a three part Customer Service Certificate Series. The other workshops in the series are Basic Customer Service Skills and Multicultural Customer Service. Workshops can be taken alone or as a part of the series. Participants must complete all three workshops to receive a certificate. In order to sign up for the entire series participants must sign up for each workshop separately.
THIS WORKSHOP IS A PART OF THE CUSTOMER SERVICE SERIES. CLICK LINK TO VIEW DESCRIPTION OF THE SERIES.
COURSE DATES :
NOT OFFERED THIS SEMESTER. CAN BE CUSTOMIZED FOR YOUR DEPARTMENT AT ANY TIME.
COURSE TIMES :
Course Objectives :
Participants will learn :
Problem-solving for effective customer service
How to deal successfully with difficult customers
To anticipate, prevent and defuse difficult situations
To spot warning signs of a possibly violent customer, and when to ask for help
How to recognize your own customer service hot spots
