MSU Human Resources >> Professional-development >> Courses >> Customer-service >> Managing Difficult Customers

Managing Difficult Customers

Prevention and De-escalation Strategies

This course will provide practical information and methods to enhance internal and external customer service. Learn strategies to maximize individual and team performance, positive communication, and cohesiveness to effectively manage circumstances before, during, and after a critical situation.

Objectives:

Learn self-management techniques to enhance one’s ability to effectively navigate a potentially difficult situation.
Learn to proactively identify precipitating factors, situations, and dispositions that could be warning signs.
Explore the Integrated Experience and Verbal Escalation Continuums.
Learn, discuss, and practice non-violent (hands off) crisis intervention techniques.

Date

This course is not available at this time.

Time

9:00 to 11:30 a.m.

Presenter(s)

Todd Bradley, MSU Human Resources, Organization and Professional Development

Investment

$85

Locations

1407 S. Harrison Road, Room 10

East Lansing, MI

Enrollment Instructions

Visit ebs.msu.edu log in with your MSU NetID and password.

Click on My Career & Training.
Click on Courses for Employees at MSU.
Click on the Browse Current Courses link, then on the Organization and Professional Development link.
Click on the folder of interest or All Current Courses, then click on the course of interest.
Click the preferred course date.
Click Request Participation.
Click OK to confirm.
Select Method of Payment from Payment Options. Note: A department account number must be entered for all course bookings. If the course is free, it is not necessary to select a method of payment.
Click OK.

Human Resources

Spartans @ Work

Managing Difficult Customers

Date

Time

Presenter(s)

Investment

Locations

Enrollment Instructions

Professional Development

Quick Links

Social Media and Feeds

Contacts