Resolving conflict with the customer

Course summary

Specially designed for staff whose job brings them into regular and direct contact with the general public, this London based conflict management course provides you with the tools and strategies to deal with unhappy customers positively, professionally and safely.

Course outline

Dealing with the public can at times be a challenging and stressful experience. By the end of this course, you will have learnt how to anticipate, resolve and learn from conflict situations involving the customer and will feel more confident in dealing with those difficult situations assertively and appropriately.  The course will be a lively mix of tutor led discussion and practical work including opportunity to share best practice. In-company courses provide the ideal opportunity to help staff develop a consistency of understanding, skills and approach.

The course covers:

• identifying the most common causes of customer conflict in your organisation
• anticipating and preventing conflict
• how to calm and contain an angry customer
• preventing conflict from escalating
• using enhanced listening and communication skills when under pressure
• identifying solutions that keep the customer and your employer happy
• dealing assertively with unacceptable behaviour
• how to conduct a dynamic risk assessment
• understanding complaints and escalation procedures
• learning from customer conflict
• how to say 'no'
• a year of free support

This course takes place at the Centre's central London training suite with close access to mainline rail, tube and bus routes. This course can also be run in-company - for more information call Sally Pearman on 020 7490 3030 or email sally.pearman@the-centre.co.uk.

Who is this course for?

This conflict management course is designed for anyone whose job brings them into regular and direct - especially face-to-face - contact with the public. It's suitable for people at all levels within an organisation. The Centre works with people from all sectors including the public sector, voluntary sector, corporate sector and private sector.

What will this course help me do: learning outcomes?

By the end of the course you will know how to stop difficult situations from escalating and be more confident and better equipped to deal with customer complaints and angry clients, both in person and over the telephone, transforming unhappy customer experience into increased customer loyalty.

Other courses to consider

The Centre offers a number of courses covering the areas of conflict management, resolving conflict and customer service. Consider Conflict resolution: an introduction; Handling difficult people and situations; or Customer care training.

Course dates

This course is run on request. This means that we will keep your details on file and once we have at least three people interested in the course we will contact you to let you know and to schedule a date. Please contact us to log your interest in this course.

Alternatively we can also run this as an in-company course. Find out more about in-company training.