Course Outline 

Module 1: Introduction to Conflict in Customer Service

• Understanding conflict: definitions, triggers, and dynamics

• Conflict types: service-related, product-related, digital, interpersonal

• Emotional drivers of conflict (customer psychology)
  Case Study: Why minor service failures escalate

Module 2: Emotional Intelligence & Customer Empathy

• Role of emotional intelligence in service excellence

• Active listening and empathy in tense situations

• Managing emotions under pressure
  Exercise: Empathy mapping with difficult customers

Module 3: Communication Skills for Conflict Resolution

• Verbal and non-verbal communication techniques

• Assertive vs aggressive vs passive communication

• Handling complaints across phone, email, and digital platforms
  Role Play: Customer confrontation scenarios

Module 4: De-escalation Techniques

• Calming angry and frustrated customers

• Using tone, language, and timing effectively

• Handling abusive or threatening customers professionally
  Simulation: Call center de-escalation drill

Module 5: Problem-Solving & Root Cause Analysis

• Identifying service gaps that create conflict

• Applying 5 Whys & Fishbone Diagram

• Cross-functional collaboration for resolution
  Exercise: Solve a conflict case study using root cause analysis

Module 6: Negotiation & Mediation in Customer Service

• Principles of win-win negotiation

• Mediation techniques for customer and internal conflicts

• Offering alternatives and compromise solutions
  Case Study: Service recovery negotiations in banking

Module 7: Service Recovery & Conflict Resolution Models

• Service recovery paradox: turning conflict into loyalty

• Apology frameworks and goodwill gestures

• Escalation vs resolution: knowing when to involve management
  Workshop: Create a conflict resolution policy framework

Module 8: Technology in Conflict Resolution

• Using CRM systems (Salesforce, HubSpot, Zoho) to manage conflicts

• Complaint tracking & dashboards (Excel, Power BI)

• AI chatbots for initial conflict de-escalation
  Practical Lab: Build a conflict tracking dashboard

Module 9: Conflict Analytics & Continuous Improvement

• Using customer feedback & surveys to track recurring conflicts

• Conflict resolution KPIs: First Contact Resolution, Escalation Rate, TAT

• Reporting and learning from conflict trends
  Exercise: Analyze conflict trends from sample data

Module 10: Building a Conflict-Resilient Customer Service Culture

• Embedding proactive conflict prevention

• Coaching and training frontline staff

• Policies, procedures, and compliance considerations

• Developing personal action plans for real-world application
  Capstone Project: Design a conflict resolution framework for your organization