Customer Experience Training: Conflict Resolution and De-Escalation

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 service@algim.org.nz