Conflict Resolution in Customer Interactions: Handling Angry & Difficult Callers
Conflict Resolution in Customer Interactions: Handling Angry & Difficult Callers” is a comprehensive training program designed to equip participants with the skills and strategies necessary to effectively manage challenging customer interactions, particularly those involving anger or difficulty. The course delves into the principles of conflict resolution, communication techniques, and emotional intelligence, providing practical insights to navigate and de-escalate tense situations in a customer service setting.
Course Details
Duration /
Set-Up
4 hours, with 15 mins break
Delivered at your site
Suitable for up to 12 delegates – can accommodate more but we advice against this to maximise everyone’s learning experience
Pricing
£750 per session
*Note: we do not charge per attendee. This is a fixed price for one of our expert trainers to deliver at your site
Objectives
- Develop proficiency in recognizing escalating situations and implementing proven de-escalation strategies.
- Acquire tools to express empathy, acknowledge customer concerns, and communicate solutions effectively
- Explore the role of emotional intelligence in handling difficult customers, learning how to manage their own emotions and respond empathetically to the emotions of others
Who Would This Benefit
This course is designed for customer service professionals, call center agents, and anyone engaged in direct customer interactions seeking to enhance their conflict resolution skills. It is particularly beneficial for individuals who routinely handle angry and difficult callers. Whether you’re a frontline customer support representative, a team leader, or a manager overseeing customer service operations, this course provides valuable insights and practical techniques to navigate challenging situations
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