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:

-Recognize and respond to different customer behavioral styles
-Identify practical solutions to typical problems and complaints
-Describe the signs of an escalating interaction or a hostile situation
-Identify the best ways to diffuse an angry or upset customer

You will benefit by:

-Recognizing how positive customer interactions can improve your job satisfaction and work environment, which will help to reduce job stress
-Building stronger relationships with co-workers and customers
-Developing new perspectives about customer service
-Understanding more about your own behavioral style using the Personal Profile System® (DiSC™)

Audience:

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