“I found it all useful and it will change how I deal with customers in the future”
Kim Birtwistle - Customer Service Manager
“Very positive and good information to use in my workplace, especially during my
initial conversation with customers” Catherine Lister - Benefit Officer
"Learning how to use certain language to get the best out of the situation, it will
definitely change the way I do things in the future both in my business and home
life. Thank you” Nicola Leveret - Receptionist
Conflict with Difficult Customers Course
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
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.
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