Mastering Conflict Resolution with Customers

Handling customer complaints like a pro is a must-have skill for any team. This course will teach you how to navigate and resolve conflicts smoothly, whether with customers or coworkers. You’ll learn communication strategies that get results and practice using proven conflict resolution techniques to keep things calm and productive. Ready to turn tough situations into win-win outcomes? Let’s make it happen! 

 

 

Target Audience

4 HOURS

SCHEDULED DATES

ONSITE AT YOUR VENUE or PUBLIC COURSES

CERTIFICATE ISSUED

Content

• Understanding Conflict: Understand the definition of conflict, the importance of exceptional customer service and different conflict styles.
• Conflict Management: Strategies for achieving win-win outcomes in conflicts and developing essential conflict resolution skills.
• Conflict Resolution Process: Learn steps to follow in diffusing heightened emotions and the framework for resolving conflicts effectively.
• Self-Awareness: Understanding the impact of one's conflict style on a situation and shifting conflict styles to achieve positive outcomes.
• Effective Communication Techniques: The art of active listening and empathetic communication, uncovering underlying concerns and validating emotions and turning confrontations into productive discussions.
• Conflict Styles: Explanation of the five conflict styles and when each style is appropriate for resolving complaints and conflicts.
• Turning Challenges into Opportunities: Converting disgruntled customers into loyal brand advocates and strategies for resolving conflicts and surprising customers positively.
• Boosting Team Morale: The relationship between well-trained teams and confident teams and improved customer interactions leading to increased satisfaction and positive word of mouth.