Training Your Professional and Student Frontline Staff

Version: Print with Digital Download
Sale price$358.00 Regular price$458.00


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Develop Customer Service-Oriented, Professional, Communicative Representatives

On the frontlines, your professional and student staff are contending with an ever-widening array of concerns, personalities, projects and expectations. The skills and confidence to handle these emergent needs require intentional training so frontline employees can manage the many moving pieces in ways that ensure their success — and the success of your department.

Training Your Professional and Student Frontline Staff is a resource that will…

  • Ensure that your office is known as a professional, competent, welcoming space with first-rate customer service
  • Address staff learning and experience gaps to help them become trusted, reliable office representatives
  • Prepare and empower those who are the “face” of your department to proactively head off larger problems
  • Enhance the professionalism and service focus of your professional and student frontline workers
  • Create an office environment of inclusion, awareness and understanding that contributes to visitors’ sense of value and belonging
  • Help your staff feel proud of their contributions to the campus community and connected to the institutional mission
  • Place your office environments in capable, confident hands

Key Topics Covered

Frontline staff trainers and supervisors will find training tools within these key sections…

  • Customer Service
  • Professionalism and Respect on the Job
  • Communication Considerations
  • Disruptive Customers
  • A Welcoming, Inclusive Space
  • A Variety of Visitors
  • Problem Prevention
  • Workplace Well-Being

Discover ways to address learning and experience gaps within each area to help frontline staff improve their skillset. See a full table of contents here.

    Training Tools Included

    Inside Training Your Professional and Student Frontline Staff, you’ll find 100 pages of hands-on tools such as…

    • Worksheets
    • Role-play scenarios
    • Handouts
    • Case studies
    • Activities
    • Audits
    • Checklists
    • Assessments 

    Plus, your purchase includes a site license to share with your staff and campus community!

    5 Ways for Trainers to Use This Resource

    1. To onboard new student workers and frontline staff for maximum success
    2. To role-play and practice response skills before real-life situations occur
    3. To provide frontline staff and student workers with ongoing staff development and in-service training
    4. To address on-the-job concerns one-on-one proactively and as issues arise
    5. To establish a comprehensive hiring, training, evaluation, validation and development action plan for your frontline staff and student workers

    Two Versions to Choose From

    1. Printed with Digital Download – includes a printed copy of this resource as well as digital access to the enclosed materials and accompanying license to share with your campus community.  Price includes $9 shipping fee.

    2. Digital Download Only – includes digital access to this resource and accompanying license to share with your campus community.

    This resource will be available on or around June 27, 2024. For questions, email

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