Common Sense Services

“It provided me with a better understanding of defusing difficult situations.”

Conflict in Customer Service

It doesn’t matter how well-honed our customer service skills might be, there will always be times when a client or situation will push us to our limit. When that happens it is vital our first-class service standards are not compromised, and that we resist being drawn into an unhelpful interaction or an emotional battle of wills. To handle these challenges professionally and to the benefit of our business, our client and ourselves, there are a number of subtle but effective communication skills that all customer service professionals must have in their toolkit.

Our workshop:

Within a supportive group environment, participants will receive tools and strategies to manage customer service conflict effectively. They will also be given individual attention to address their own unique issues and will be encouraged to share their experiences and learn from each other.

At the end of this workshop participants will:
  • Understand how we can stay in control of ourselves in tricky conversations
  • Understand the principles and practice of effective listening
  • Have explored the different service roles we may need to use
  • Understand how to structure and manage challenging conversations

How to book:

Please contact Milee Brambleby directly at [email protected] on 07468 570471.
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