Customer Conflict Resolution

Details

Front line staff will improve their skills to deal with unsatisfied customers by taking ownership of complaints, working through five steps of conflict resolution and following up.

Course goals

Know who your customers are
Identify the causes of conflict
Identify five steps on how to deal with conflict (taking ownership)
Explore empowerment and following up

With a maximum group size of 22, there’s plenty of opportunity to ask questions and workshop ideas. Our classroom sessions will engage attendees to offer the opportunity to practice and build muscle memory through collaboration, group discussion, role play and peer assessment.