Workshop Objective:

The intent of this workshop is to provide participants with the skill sets to problem solve, overcome objections and handle difficult situations when dealing with customers

Conflict Resolution Training Outcomes:

At the completion of this workshop, the participants will be able to:

  • Remain positive and calm when dealing with a difficult customer situation
  • Understand what makes customers upset and see the problem from their perspective
  • Not take things personally
  • Manage the situation with ease and professionalism
  • Achieve an outcome that makes the member happy and is within the organisation’s capability
  • Deliver “bad news” when necessary to customers

No. of Sessions:

2 x ½ day sessions

Who should attend:

Customer service officers; Frontline staff

Maximum number of participants:

12- 14