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Customer Experience Training: Conflict Resolution and De-Escalation

  • 16 Jul 2024
  • 9:00 AM - 12:00 PM
  • Zoom
  • 9


Registration is closed

Conflict resolution strategies for dealing with irate or frustrated customers, ensuring that interactions remain positive and productive.

Course Outline

  • Examples of how we think differently
  • Assumptions
  • Our own personality/communication style
  • Understanding others
  • What makes Customers challenging?
  • How our language affects the outcome
  • Focussing on the issue
  • How to respond to 'Know it All’s, Non-stop talkers, Angry Customers'
  • How resolve complaints
  • Positive negotiations
  • How to say “No” without upsetting the customer

Session Information

  • Course duration: 3 hours

What you need to know

  • We will use Zoom as the platform.
  • Each participant will need a microphone and a webcam.
  • Each participant will receive an email with a link to each session prior to the training date.
  • We recommend you log in ten minutes before the training session starts to ensure that you can hear and see everything.

For any questions, please contact

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