Frontline Staff Training Strategies – On-Demand Training

Sale price$399.00


Ensure Your Staff Can Manage Challenges, Respond Appropriately & Provide Excellent Customer Service

The role of your front-end staff is constantly evolving – especially considering the pandemic – and requires training to maintain professionalism under pressure.

Equip your staff with the necessary training and resources they need to successfully handle difficult people and challenging situations – whether in person, on the phone or via email.

Gather your front-end staff for this valuable and practical customer service training opportunity specific to a higher education setting. Your administrative staff will be equipped with everything they need to manage challenges, respond appropriately and provide excellent customer service.

Train your staff to handle situations with professionalism and care. Enable your staff to maintain a commitment to excellent customer service in your campus community.

Topics Covered

As a result of this webinar, you will be able to:

  • Recognize the critical need to create an excellent customer service culture on campus – develop high-level training points for frontline staff to ensure they have the necessary skills to deliver outstanding service.
  • Implement or modify your current de-escalation model for your front-end and administrative support staff – empower them through practical hands-on training to feel confident, assured, and able to effectively de-escalate heated situations and difficult people.
  • Identify the most typical disruptive behaviors and key strategies to address situations in a proactive, positive, and safe manner – prevent problems before they occur and turn a potential negative experience into a positive one.
  • Train your front-end and support staff on how to utilize tools and strategies to navigate working with difficult people – embolden staff to use appropriate conflict resolution skills to deescalate a potentially volatile situation to achieve positive outcomes while maintaining professionalism and providing excellent service.


Dr. Staci Phelan currently serves as the Associate Vice President for Enrollment Management at Idaho State University. In this role she oversees the Office of the Registrar, Financial Aide and Scholarships, New Student Orientation, Admissions and Recruitment.
Click here for full bio.

Included When You Purchase

  • 90-minute online session with carefully selected expert(s)
  • Unlimited access to view webinar recording on demand
  • Materials for your team (handouts, discussion questions, etc.)
  • Certificate of completion for each participant
  • Weekly newsletter – What's Working on Campus

Instructions for access are available immediately upon checkout. You may share this On-Demand Training with any staff members from your campus community for unlimited viewing. For information about licensing this webinar for unlimited distribution on your institution’s internal network/server, email

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