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:
METHODOLOGY
The instructor-led trainings are delivered using a blended learning approach and comprise presentations, guided sessions of practical exercise, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience, working as professionals and trainers in these fields. All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.
ACCREDITATION
Upon successful completion of this training, participants will be issued 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 to 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]
- Phone: +254715 077 817
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:
- Email: [email protected]
- Phone: +254715 077 817
PAYMENT
Payment should be transferred to the IRES account through a bank on or before the start of the course. Send proof of payment to [email protected]
Click here to register for this course.
Register NowCustomized Schedule is available for all courses irrespective of dates on the Calendar. Please get in touch with us for details.
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