The Right Stuff: Transforming Difficult Customer Situations into Positive Experiences

Session Details

Speaker(s)

• Arne J. Almquist, Associate Provost for Library Services, Northern Kentucky University
• Sylvia Maxwell, Director, IT Communications, University of West Florida
• Carla Rathbone, Exec Director, Customer Relations & Learning Technologies, Clemson University

Abstract

Search Google for “difficult customer” and you get 2,200,000 hits. We’ve all had experiences where we want a difficult encounter to resolve in a positive way, but the situation ends up spiraling downward as if two million difficult customers were in the day’s queue. On campus our difficult customer may be a frustrated student, a technophobic staff member, a demanding faculty member, a helicopter parent, or someone who is simply upset. How do we transform difficult situations into positive experiences for both our customers and ourselves? How do we keep ourselves smiling and responsive—and avoid headaches and burnout? Are there different techniques for communicating in person, by phone, or through e-mail? Is there a foolproof process for resolving these difficult situations? Bring your ideas and questions to this lively dialogue about transforming interactions with difficult customers into positive experiences. This discussion session will be facilitated by experts in managing customer relationships.