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Customer Service – Resolving Conflict
December 14, 2021 @ 10:00 am - 12:00 pm
The class will help identify and resolve customer complaints in a healthy and positive way. The tools and skills presented equip you to resolve conflicts swiftly and smoothly.
Learning Objectives:
- Assess a challenging situation and determine an appropriate strategy
- Utilize a 5-step process for dealing with difficult people
- Recognize the negative impact conflict has on them, their organizations and others
- Recognize that they have a responsibility to resolve conflicts when they occur
- Reframing to defuse aggressive attitudes
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