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Resolving Conflicts with Customers

Cross-cutting
Digital Skills

Soft skills

Duration

3:00 p.m.

PRESENTATION

With this training program in Resolving Conflicts with Customers You'll be able to navigate the industry and acquire the knowledge necessary to manage the emotions that arise in situations of tension/conflict in customer service. This training will give you a deep understanding of the conflict dynamics with clients and equips them with the skills needed to address and resolve situations effectively. Its main objective is improve customer satisfaction, strengthening relationships, and promoting a safe and professional work environment.

Objectives

  • Acquire the necessary knowledge to managing emotions that arise in situations of tension or conflict in customer service.

  • Identify and reflect on the one's own reactions personal responses to the conflict.

  • Understanding the expectations and needs from customers when they express dissatisfaction or file complaints.

  • Learning to communicate empathetically and effectively to address the customer concerns successfully.

Syllabus

TEACHING UNIT 1. HOW DO WE RESPOND TO CONFLICT?

  1. Thought
  2. Excitement
  3. Reaction

TEACHING UNIT 2. CONFLICT ARISING FROM UNMET EXPECTATIONS

TEACHING UNIT 3. WHAT DOES A CUSTOMER EXPECT WHEN THEY EXPRESS DISSATISFACTION OR FILE A COMPLAINT?

TEACHING UNIT 4. INEFFECTIVE/EFFECTIVE RESPONSES TO NEGATIVE COMMENTS OR COMPLAINTS FROM CUSTOMERS

TEACHING UNIT 5. WHEN A CUSTOMER'S ANGER TURN INTO AGGRESSION TOWARD THE EMPLOYEE ASSIGNED TO ASSIST THEM

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Are the Educa PHAROS courses eligible for credit?

Many courses can be credited toward the master's programs at Structuralia.
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Facts about our area

+ 1.483

Hours

+88.999

Minutes

264

Courses

Educa PHAROS is a next-generation training model that places a company’s human capital at the forefront. Through a platform that adapts to each company’s corporate identity and offers a total of more than 900 courses, it provides tailored training for each organization. The unlimited flat-rate plan provides each company with the number of courses that best suits its needs, as well as the ability to determine which employees will have access.
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