Customer Service Conflict Resolution

The objective of this course is to:

1. Provide participants with an understanding of the common causes of customer conflicts.
2. To equip participants with effective communication skills and techniques to diffuse difficult situations with customers.
3. To teach participants how to identify the underlying concerns and needs of customers during a conflict.
4. To empower participants to use empathy and active listening to build rapport and resolve conflicts with customers.
5. To help participants develop practical strategies and tools to handle and resolve customer conflicts in an assertive, professional and timely manner

Course details:

• Reflecting on conflict: review of your own past experiences
• Understanding the nature of conflict with customers: its causes, triggers, and impacts
• Managing your emotions and maintaining professionalism when conflict arises
• Showing empathy to difficult customers though active listening
• De-escalation techniques: learning how to calm down tense situations and prevent customer complaints from escalating
• The 5 conflict management styles: how to recognise them and use them effectively
• Assertive conflict resolution: working toward a win-win outcome in every situation
• Mastering communication with customers - appropriate language, posture and gestures
• Resolving conflict with confidence: common pitfalls to avoid
• Turning the situation around: top tips to transform customers’ frustration into satisfaction
• Conflict resolution in action - putting theory into practice in a safe environment

Course outcomes:

By the end of this one-day course participants will be able to:

• Identify and understand the causes of customer conflicts
• Use active listening and empathy to diffuse tensions and improve communication with customers
• Apply a range of conflict resolution techniques
• Maintain a professional attitude and handle difficult customer interactions with confidence
• Use both verbal and nonverbal communication effectively in conflict situations
• Develop a better understanding of customers’ needs and concern, leading to more personalised solutions
• Resolve customer conflict more efficiently, decreasing negative feedback and complaints
• Analyse conflicts and determine the best approach for resolution
• Develop a plan for resolving customer conflicts in a timely manner, reducing customers’ frustration and dissatisfaction
  
  

Evaluation:

At the end of the course, participants will go through a series of role-play activities to assess their skills and development throughout the course.

Our course is for individuals who work in any customer service role and want to improve their skills in managing and resolving conflicts with customers effectively and confidently.

None

Individuals can pursue a career in various fields such as customer service, sales, hospitality, human resources, or public relations.
Developing these skills could also lead to leadership positions within these fields, such as customer service manager or human resources manager.