Conflict Resolution Skills in Customer Service

Conflict is a common problem in any organization. Often, customer service representatives are uncomfortable dealing with conflict because they do not have a process that keeps emotions under control.

Understanding the causes of conflict and how to manage them effectively can turn challenging customer interactions into opportunities for growth and improved service. This workshop helps participants build practical skills to handle conflict productively—leading to happier, long-lasting customer relationships.

Objectives:

• Explain why conflict occurs
• Recognize effective and ineffective ways of handling conflict
• Apply the correct conflict style to use when in various conflict situations with customers
• Apply knowledge of the three stages of conflict to prevent unnecessary escalations
• Explain how listening styles can affect conflict resolution
• Summarize best practices for mediating and communicating with customers to find a resolution

Intended Audience: New and experienced customer service and sales representatives who want to develop or improve their conflict resolution skills. Also suitable for individuals who have experience resolving conflict but are in need of new, practical ideas for dealing more effectively with customer conflict.

Workshop Length: 4 hours

Please note: This is an interactive, virtual, live, instructor-led training event. To successfully complete the training, you must have a computer with a working microphone, speakers, and camera.