Handling Challenging Customer Situations
The Workplace Learning and Development (WLD) team is excited to offer another “Brown Bag Series” Focused Learning certificate: Handling Challenging Customer Situations (open to all staff and faculty supervisors). Bring your lunch and join Michelle Frederick as she discusses proven techniques that will improve your customer service skill set (drinks will be provided).
November 20, 12 – 2 p.m. in McDowell Formal Lounge: The Art of Saying "No"
One of the hardest things to do is to tell a customer that you can't do what they want. There is a way to say "no" without using the word and this session will explore effective ways to do so. Join us as we identify situations and brainstorm how to deliver a "no" message effectively while leaving customers feeling that they have received an appropriate resolution.
November 26, 12 – 2 p.m. in MGC 200: Dealing with the Out-of-Bounds Customer
Difficult customers are bound to come our way. This session will help you to identify when customers are being difficult and effective strategies to prevent customers from becoming problematic.
December 3, 12 – 2 p.m. in MGC 247: Feedback: A Matter of Give and Take
Feedback from customers can be a valuable learning tool. However, feedback can be both difficult to hear and incorporate into our work. This session will help you identify the barriers to feedback and identify actions to use the feedback you have received.
Speaker Bio: Michelle Frederick is the Training and Organizational Development Manager for Facilities at AU where she conducts needs assessments, curriculum development, course design, and classroom training. Among several certifications, she is certified in Creative Problem Solving. Her specialties include training program design and delivery, facilitation, team building, organization development, conflict resolution, and professional development.
*Focused Learning Certificates are earned by attending three concentrated workshops that develop skills in a topic area. Register for these Focused Learning sessions on AsuccessfulU.
Other Focused Learning certificates coming soon:
- Focused Learning: Improving Productivity - starting January 2014
- Focused Learning: Improving Your Creative Thinking - starting April 2014
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