This is a great tool that I will be able to share with my employees. Working in the Business Office of a university, it is our responsibility to collect the tuition, fees and any other incidentals. We often encounter angry parents or students. With today's economy, paying bills can be difficult, and tuition is a large bill to pay. Often times not having the resources to pay, can create frustration that turns to anger. These are tools we can use in our office to calm a customer and assure them that we will do everything we can to solve the problem. For example, putting them in contact with the financial aid office, setting up a payment plan or giving them extra time to pay without penalties.
Saturday, February 25, 2012
This is a great tool that I will be able to share with my employees. Working in the Business Office of a university, it is our responsibility to collect the tuition, fees and any other incidentals. We often encounter angry parents or students. With today's economy, paying bills can be difficult, and tuition is a large bill to pay. Often times not having the resources to pay, can create frustration that turns to anger. These are tools we can use in our office to calm a customer and assure them that we will do everything we can to solve the problem. For example, putting them in contact with the financial aid office, setting up a payment plan or giving them extra time to pay without penalties.
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