Customer Service and Conflict Management - Training Course

Half-day course for anyone who works with customers in the course of their work

Public courses available, or it can be can be delivered at your workplace or at one of our training facilities.

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Course outline

This half-day program outlines what exceptional customer service is and how maximising effective communication and listening skills is essential to building rapport and positive customer engagement.

This program will also explore some tools for your staff to deal with aggressive behaviour and tactics to de-escalate conflict through understanding how behaviour, tone and body language can inflame or pacify a situation.

Participants will gain the skills and knowledge essential in responding effectively to the needs of customers and clients together with how to turn complaining customers into advocates.

Topics covered

  • What is Exceptional customer service
  • Skills to build rapport
  • Successful communication and active listening
  • Develop an awareness of how conflict develops in the workplace
  • The signs of conflict and how it escalates
  • Explore how people handle conflict
  • Provide strategies and skills to assist in dealing with these situations in the workplace

Who is this course for?

This course is for anyone who works with customers in the course of their work.



          Course costs

          Upcoming courses

          This training is delivered as a public course (see dates/​venues below), but it can also be delivered on request, either at your workplace or at our training facilities. Please submit a training enquiry for further information.

          Our Training lead

          Cindy Jackway

          Training Manager

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          Contact us about training

          Please submit the enquiry form below and a member of our team will get in touch with you.