Virtual/Instructor-led training

Conflict Resolution in Customer Service:

Handling Difficult Customers & Resolving Conflicts Professionally

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In customer service, conflicts can arise with difficult customers. Handling these situations professionally and courteously is key to maintaining positive relationships with customers and providing excellent service. In this presentation, participants will learn how to handle difficult customers and resolve conflicts in a professional and courteous manner.

  • Understanding the causes of conflict in customer service
  • Effective communication techniques for managing conflict
  • Techniques for active listening and effective questioning
  • How to remain calm and professional in high-stress situations
  • Strategies for finding common ground with customers
  • Empathy and the role it plays in conflict resolution
  • Techniques for de-escalating conflict and finding resolutions

included in 90-min, Half Day & Full Day sessions

  • Active Listening Exercise – Participants will practice active listening techniques in a simulated customer service conflict, providing feedback and support to one another.
  • Difficult Customer Role-Play – Participants will engage in role-playing exercises to practice managing difficult customers and resolving conflicts.
  • De-escalation Exercise – Participants will practice de-escalation techniques in a simulated conflict, working together to find a resolution.

(included in Half-Day sessions)

  • Conflict Resolution Styles: Participants will learn about different conflict resolution styles and how to adjust their approach based on the situation.
  • The Circle of Conflict: Participants will explore the Circle of Conflict framework and how to use it to understand and manage conflict in customer service situations.
  • The Five Steps to Conflict Resolution: Participants will learn about the Five Steps to Conflict Resolution framework and how to apply it to resolve conflicts in a professional and courteous manner.

(included in 90-min and Half Day sessions)

  • A list of conflict resolution techniques
  • Tips for active listening and questioning
  • Scripts and templates for effective communication
  • Best practices for de-escalating conflict and finding resolutions
  • Resources for building empathy and understanding difficult customers

In conclusion, conflict resolution is a critical skill for customer service professionals. The practical exercises, frameworks, and toolkit of resources discussed in this presentation can be applied immediately to help participants manage difficult customers and resolve conflicts in a professional and courteous manner.