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BYU-PATHWAY STUDENT SUPPORT
The purpose of this training is to help support agents who are dealing with an angry or difficult student.
REMEMBER WHO YOU ARE!!!
When you interact with students, you represent BYU-Pathway Worldwide. Remember to always be professional in word and deed.
Stay calm!
Take a deep breath and remember that they are not angry at you, they are angry about the situation.
Choose your words carefully, mirroring the student’s words can help put them at ease and assure them that you understand their needs.
If you start getting angry or frustrated, the student will continue to get more riled up. Keep your tone even.
Use their name. Using their name will remind them that you are working to help them.
Be empathetic
Empathy - The ability to understand and share the feelings of another.
Let the students know that you care about them. Tell them that you will try to find a solution. Explain what steps you are taking so they know that something is being done.
Examples
”I am sorry you are going through this right now; I can understand your frustration.”
“Thank you for letting me know about the situation, let me see what I can do for you”
“I have sent a message to the financial department to look into this for you.”
Self-care
After dealing with a difficult situation, you may need to take a moment for some self-care. Walk away from your computer for a couple of minutes. Grab a snack or a drink of water, and shake it off. Do what you have to do so that the interaction does not affect you while dealing with the next students.
Find solutions
Be Positive: Frame solutions in a positive manner. "I am happy to inform you that advising was able to add that course for you."
Be Firm: Be firm with your decisions. Don’t use words that make you sound unsure like "maybe, might, should, I think".
Try: Try as hard as you can to handle the situation before handing it off to someone else. This makes the students feel important and builds their trust in student support.
EXAMPLE SCENARIO:
The impatient student
Situation: A student has been waiting longer than expected for an answer, They are on a deadline and are anxious for a solution.
How to handle it: Be clear and to the point without appearing dismissive. Explain what is going on without getting into specifics. Let the student know that every effort is being made to find a solution in a timely manner.
Example: I understand that there is an issue with the student portal, and you are worried about submitting your assignment. Our Technical Support team is aware of the situation, and they are working diligently to resolve the issue.”
The irate customer
Situation: No matter what alternative solution you give this student, they are not satisfied. They keep going around and around complaining about the same thing and will not let you offer suggestions.
How to handle it: Even if you do not feel it is warranted, be apologetic. Take note of every grievance and if they will let you address them one by one. If they are unwilling to listen tactfully summarize the issue, your offered solutions, and a brief explanation that this is all you are able to do. Politely end the conversation.
Example: “I apologize that this course is no longer available, It is no longer an option. You can sign up for this alternative class. Please let me know if there is anything else I can assist you with.”
The demanding student
The situation: The student is demanding a certain resolution and will not accept no as an answer. They will not budge on what they want.
How to handle it: Be patient. Hear their concerns and move swiftly to address them. Be transparent. Leading them on and giving them false hope that maybe someone else can do it will not end well for them and for their opinion of Student Support.
Example: “Unfortunately, that is not an option at this time. What I can do is… Would you like me to set that up for you?” If yes, proceed. If not, be direct and move on. “I am sorry I was unable to help you with this situation. What else can I help you with?”
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