Resolving conflict with the customer Course


Course Cover

Register for this course

We are proud to offer this course in a variety of training formats to suit your needs. We use the highest quality learning facilities to make sure your experience is as comfortable as possible. Our face to face calendar allows you to choose any classroom course of your choice to be delivered at any venue of your choice - offering you the ultimate in convenience and value for money.


I Want To See More Dates...

Unfortunately, we do not have any dates scheduled at this time. Do you have a date in mind when you would like to take your training?

Request Custom Schedule

Contact Us on (+254) 715 077 817 / (+254) 792 516 000 or email us [email protected].

I Want To See More Dates...

Unfortunately, we do not have any dates scheduled at this time. Do you have a date in mind when you would like to take your training?

Request Custom Schedule

Contact Us on (+254) 715 077 817 / (+254) 792 516 000 or email us [email protected].


Introduction

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.

Duration

5 Days

Who should attend
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.


Course Level:

Course Objectives

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.


Course outline

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

Related Courses


Course Administration Details:

ACCREDITATION

Upon successful completion of this training, participants will be issued with an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).

TRAINING VENUE

The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments and lunch.

All participants will additionally cater for their, travel expenses, visa application, insurance, and other personal expenses.

ACCOMMODATION AND AIRPORT PICKUP

Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer.

Email:[email protected].  

Mob: +254 715 077 817/+250789621067

TAILOR- MADE

This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location.

For further inquiries, please contact us on Tel: +254 715 077 817/+250789621067.

Mob: +254 792516000+254 792516010 ,or mail [email protected]/[email protected]

PAYMENT

Payment should be transferred to IRES account through bank on or before start of the course

Send proof of payment to [email protected]/[email protected]


Share this course:


Related Courses

People who took this course also viewed: