The Customer Is Not Always Right!: But We Sure Do Need Them. - Stephens, Brian J.
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This book uniquely considers is how interaction with difficult student families poses an opportunity for leaving lasting positive impressions that win students back. The Customer Is Not Always Right! understands that this means school staff, faculty and administrators are placed in difficult situations with the potential to either drastically hurt or help their customers' experiences, and, as such, their schools' bottom lines. For this reason, you'll find these rules promote a new kind of customer service that empathizes with families while reaching a common ground that fights staff burnout and turnover.…mehr

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Produktbeschreibung
This book uniquely considers is how interaction with difficult student families poses an opportunity for leaving lasting positive impressions that win students back. The Customer Is Not Always Right! understands that this means school staff, faculty and administrators are placed in difficult situations with the potential to either drastically hurt or help their customers' experiences, and, as such, their schools' bottom lines. For this reason, you'll find these rules promote a new kind of customer service that empathizes with families while reaching a common ground that fights staff burnout and turnover.
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Autorenporträt
Brian J. Stephens is the founder and CEO of Caissa Public Strategy and specialized public school service CaissaK12. He has more than 25 years' experience as an established business and leadership development strategist, crisis manager, and attorney. His experience of leading clients through their day-to-day communications challenges and planning has allowed him to develop a one-of-a-kind skill set to navigate change, anticipate obstacles, and teach others how to lead through effective communication. During the last five years, Brian has focused his training and engagement on the public-school sector, tailoring programming that addresses the unique needs of districts large and small. This work includes group training, one on one coaching and digital tools to enhance the professional development experience for both instructional and non-instructional staff members. Recognized as a national leader in professional development and leadership training, Brian has worked with CEOs and professionals across the country. As a regular Vistage speaker, Brian trains and engages participants in enhancing their leadership skills, through tailored courses including customer service, performance improvements, cognitive bias and interpersonal communications. Brian served as an adjunct faculty member at the University of Memphis in both the Fogelman Law School and the Psychology Department. Brian holds a Juris Doctor from the University of Tulsa, where he was a Legal Fellow teaching second-and third-year law students. He holds undergraduate degrees in Industrial Psychology and Business Management from Appalachian State University. To contact Brian about speaking, visit www.caissak12.com.