Caribbean Institute for Security and Public Safety (CISPS)

Course Fee $1,300.00

COURSE DESCRIPTION: One of the most essential categories of staff members in any organization is its Front-Line Staff personnel. They are the face of any organization as they deal with customers practically on a daily basis. And this is for organizations that offer both goods and/or services, operate in a physical building and on the streets conducting sales, done in person or over the phone.

Most times front-line staff will encounter “normal” customers. But, at times, they experience the wrath and abuse by customers which may include verbal, psychological and even physical abuse which can cause public embarrassment and suffering. It also paints the organization in a negative light. How can these incidents be prevented? How should such front-line staff respond to such abuse when it takes place? What should such staff avoid doing? How do you maintain professionalism and work towards a resolution?

These are some of the key issues that will be covered in this course as it prepares front-line staff for any eventuality of the range of abuses that may come their way from customers. Many practical solutions to the Trinidad and Tobago context will be delivered in this course.

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