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“I found it all useful and it will change how I deal with customers in the future” Kim Birtwistle - Customer Service Manager

Course title:

Conflict with Difficult Customers Course

Accreditation: Yes

This conflict management training course will equip employees to de-escalate difficult situations with customers. participants will discover how the ‘conflict management cycle’ can easily spin out of control, what the drivers are and how to re-balance the interaction.

Many employees have to manage customers who interact with their organisation because of necessity and not by choice; these customers often pose the greatest challenge. Workplace conflict often causes employees to experience stress, which can become destructive when employees do not have the necessary conflict management skills.

This course provides the conflict management tools and strategies that participants can employ immediately to defuse conflict and achieve improved outcomes.


Conflict Management Skills to Respond to Aggressive Customers Training Course -  BLUE CONCEPT TRAINING.pdf

Designed for front-line staff that experience all levels of conflict with the customers. Typical participants include: housing & benefits staff, security guards, motorway service staff, care workers, housing association staff, nurses, customer service staff, airport workers, professionals services, retail assistants, reception staff, school wardens, car park enforcement officers, theatre workers.

Conflict Management Training for Dealing with Difficult Customers Course