Virtual/Instructor-led training
Resolving Conflicts in Customer Service:
Strategies for Managing Difficult Customers and Providing Excellent Service Recovery
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Introduction
Working in customer service can be challenging, and conflicts with customers are a natural part of the job. It is important to have the skills and strategies necessary to manage difficult or angry customers and provide excellent service recovery when things go wrong.
In this training, we will explore how to resolve conflicts in customer service, including how to maintain a positive attitude and effectively manage difficult or angry customers. We will also discuss strategies for providing excellent service recovery and maintaining customer satisfaction.
Details
- Presentation Length: 60-min / 90-mins / Half Day
- Participant Numbers: 15-500+
- Virtual and In-person options available
- Sessions can be recorded for internal use
- Onsite training available globally: North & South America, EMEIA, APAC, LATAM
- Languages: English, Spanish, French, Portuguese, Italian, Mandarin, Arabic, Japanese, and Malay.
- To understand the role of customer service in resolving conflicts
- To learn strategies for managing difficult or angry customers
- To learn how to provide excellent service recovery in the event of a problem
- To develop skills for maintaining a positive attitude and effectively resolving conflicts in customer- facing roles
- Lecture and discussion
- Group work and role-play activities
- Case studies and problem-solving exercises
(included in Half-Day and Full Day sessions)
- The SPIRIT Model: This model outlines the steps for effective customer service, including show empathy, prioritize the customer, investigate the problem, resolve the problem, implement a solution, and thank the customer.
- The Service Recovery Paradox: This theory proposes that excellent service recovery can lead to increased customer satisfaction and loyalty, even in the event of a problem or mistake.
- The Emotional Labor Theory: This theory explains how employees in customer-facing roles must manage their emotions in order to present a positive and professional demeanor to customers.
- The SPIRIT Model can be used as a guide for effective customer service, including strategies for managing difficult or angry customers and providing excellent service recovery.
- The Service Recovery Paradox can be applied in customer service by focusing on providing excellent service recovery in the event of a problem or mistake, which can lead to increased customer satisfaction and loyalty.
- The Emotional Labor Theory can be used to understand the importance of managing emotions in customer-facing roles and develop strategies for maintaining a positive and professional demeanor.
By the end of this training, participants will have a greater understanding of how to resolve conflicts in customer service, including how to manage difficult or angry customers and provide excellent service recovery.
They will have the opportunity to practice applying these strategies through practical exercises and develop skills for maintaining a positive attitude and effectively resolving conflicts in customer-facing roles.
Participants will leave the training with the tools and confidence needed to effectively manage conflicts in customer service and provide excellent service recovery.
