With this training programme in Resolving Conflicts with Customers you will be able to find your feet in the sector and acquire the necessary knowledge to manage the emotions that arise in situations of tension/conflict in customer service. This training will provide you with a thorough understanding of the conflict dynamics with clients and equips them with the skills needed to tackle and resolve situations effectively. Its main aim is improve customer satisfaction, strengthening relationships and promoting a safe and professional working environment.
Cross-cutting
Communication
3 pm
Resolving Conflicts with Customers
Communication
3 pm
Introduction
Objectives
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To acquire the necessary knowledge to managing emotions which arise in situations of tension or conflict in customer service.
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To identify and reflect on the one’s own reactions personal responses to the conflict.
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Understanding the expectations and needs from customers when they express dissatisfaction or make complaints.
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Learning to communicate empathetically and effectively in order to address the customer concerns successfully.
Table of Contents
TEACHING UNIT 1. HOW DO WE RESPOND TO CONFLICT?
- Thought
- Excitement
- Reaction
TEACHING UNIT 2. CONFLICT ARISING FROM UNMET EXPECTATIONS
TEACHING UNIT 3. WHAT DOES A CUSTOMER EXPECT WHEN THEY EXPRESS THEIR DISSATISFACTION OR MAKE A COMPLAINT?
TEACHING UNIT 4. INEFFECTIVE/EFFECTIVE RESPONSES TO NEGATIVE COMMENTS OR COMPLAINTS FROM CUSTOMERS
TEACHING UNIT 5. WHEN A CUSTOMER’S ANGER TURNS INTO AGGRESSION TOWARDS THE STAFF MEMBER RESPONSIBLE FOR SERVING THEM
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