Customer Service and Conflict Management

Description

- Understand the impact of personal behaviour on customer interactions and workplace dynamics.

- Identify strategies to improve customer experience through minor adjustments in approach.

- Develop clear communication skills to enhance customer relations and uphold company image.

- Learn techniques for managing customer conflict and handling complaints effectively.

- Recognise signs of aggression and understand how to prevent escalation in conflict situations.

- Apply active listening skills to de-escalate tensions and foster positive outcomes.

- Reflect on personal experiences to improve individual customer service skills and interactions.

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Subject Areas

• Customer Service
• Health, Safety & Emergencies
• Personal Health & Wellbeing
• Physical/Mental Health & Wellbeing
• Professional Driver & Company Issues

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Course Dates