Course Outline

Module 1: Understanding Customer Conflict

• Identifying common causes of customer conflict in your organization
• Recognizing triggers and early signs of dissatisfaction
• Understanding customer expectations and perceptions
• Analyzing the impact of conflict on organizational reputation
• Case Study: Analyze a customer conflict scenario

Module 2: Preventing and De-escalating Conflict

• Anticipating and preventing conflict proactively
• Techniques to calm and contain an angry customer
• Preventing situations from escalating further
• Using empathy to build rapport and trust
• Case Study: De-escalate a tense customer interaction

Module 3: Communication Under Pressure

• Enhancing listening and communication skills during conflict
• Communicating assertively without aggression
• Adapting communication for face-to-face and phone interactions
• Managing tone and body language effectively
• Case Study: Handle a phone-based customer complaint

Module 4: Solutions and Assertive Responses

• Identifying solutions that satisfy customers and employers
• Dealing assertively with unacceptable behavior
• Conducting dynamic risk assessments for safety
• Following organizational escalation procedures
• Case Study: Propose a solution to a customer issue

Module 5: Learning and Improving from Conflict

• Understanding complaints and their root causes
• Learning from conflicts to improve future interactions
• Developing a personal action plan for conflict management
• Sharing feedback and insights with peers
• Case Study: Create an improvement plan based on a conflict