Managing Confrontational Clients (Custom Only)

People have high expectations—and they often place extreme demands upon those who serve and work with them. Join us to get new perspectives on what customers expect today, why they are or become difficult, how to take care of yourself when things start escalating and how you can improve communication and even de-escalate tense situations. You will also learn how to better communicate with supervisors, co-workers, students, patients, families and other University personnel—as well as how to best serve your external customers.

You will learn to:

  • Meet customer expectations so interactions are more likely to be positive
  • Describe and use service basics as a way to keep situations from escalating
  • Recognize and respond to different customer behavioral styles
  • Appreciate why people become difficult and connect in a way that helps deflect their upset
  • Phrase things in a way that will be more likely to gain cooperation from your customer

You will benefit by:

  • Developing new perspectives about customer service
  • Building rapport faster and more easily with co-workers and customers
  • Reducing the stress that often comes with tough customer interactions
  • Knowing yourself better and learning how you can adjust to other’s styles (using the Everything DiSC® Workplace assessment) in a service scenario
  • Knowing specific strategies that tend to de-escalate tense situations

Audience:

Anyone who wants to learn how to keep relationships with customers and clients positive and satisfying

Recommendations for Course Preparation:

Participation in Listen Up! Hear What’s Important, Ignore the Rest is highly recommended

Curriculum Area

  • Customer Service

Competencies

  • Advancing the Mission
    • Practiced
  • Building Relationships and Interpersonal Skills
    • Practiced
  • Communication
    • Practiced
  • Development of Self and Others
    • Progressing
  • Leadership and Achievement Orientation
    • Practiced
  • Quality Service
    • Practiced

Sessions

Code: CSCM18

Presenter: Varied

This course is available as a custom training event for your department. Contact LPD for more details.

Offered by Learning & Professional Development