Transforming Grumpy, Dopey, and Doc into Happy: The Art and Magic of Dealing with Difficult Customers

Monday, March 21 | 11:30PM–11:30PM
Session Type: Resources
We've all encountered them: overprotective parents, demanding faculty and staff, students in tears. Everyone desires a positive outcome for our faculty, staff, students, and their parents—without resulting in burnout for support managers and staff. What are the techniques for dealing with difficult customers on the phone, in electronic communication, and in person? What are some of the unique aspects of customer service in a university environment? Bring your ideas and questions to what is likely to be a lively dialogue about transforming interactions with difficult customers.


  • Teresa Pearson

    Consultant Team Leader, Indiana University