Customer Conflict: Management and Prevention

It is common for anyone serving customers to encounter conflicts due to complaints and other negative issues.  Instead of focusing on how to handle them, it would better if we understand the root causes of these conflicts so we may be able to prevent them from happening.

This program seeks to help the participants to understand the nature and intricacies of conflict prevention and management. Understanding the reasons behind customer conflicts, how service representatives feel about managing conflicts and learning how to deal with the conflict are key topics that would be discussed.

The expected result is a more confident and mature service professional that is more committed and knowledgeable on how to manage customer interactions that lead to better service delivery and improved business performance.  

Learning Points and Objectives:

The participants will be guided on how to:

1. Understand the causes and effects of customer conflict

2. Assess your present Customer Conflict Management Styles

3. Develop conflict management approaches based on the situations and customers you encounter

4. Improve your communication processes when dealing with irate customers

5. Resolve customer issues and concerns effectively to achieve win-win outcomes

What makes this program different?

This seminar is focused on helping the participants:

1. Develop the confidence and maturity when dealing with customer conflicts

2. Learn customer-focused approaches on resolving issues

3. Know how to deal with different customer personalities  

4. Create strategies on turning negative customer situations into more positive ones

5. Be more skilled in managing customer interactions to enhance your performance and lessen your stress levels  

Module I – Understanding the Nature of Conflicts

A. The Elements of a Conflict

   1. Conflict Defined

   2. Exploring the Origins of Conflict

   3. Early Signs and Hot Buttons that Trigger Conflict

   4. Behavioral Styles when Addressing Conflict

B. Conflicts: The Costs, Myths and Facts  

  1. The Costs of Conflict

     a. On your Self

     b. On your Company

     c. On the Customers

  2. The Myths about Conflict

     a. Conflicts get resolved on their Own

     b. Conflicts must be ended quickly and quietly.

     c. Conflicts are results of bad management.

  3. The Facts about Conflict

     a. Conflicts can be Productive

     b. Conflicts are inevitable

     c. Some Conflicts are Preventable

Module II – Working with Customers

A. Difficult Customer Situations: How they develop

  1. The Types of Difficult Customers

  2. Understanding How Difficult Customer Situations Develop

  3. Basic Steps in Managing Difficult Situations and Customers

B. Understanding the Customer’s Side of the Conflict

  1. Customer Personalities – The ACES

  2. What Customers expect from you

  3. The No. 1 Mistake when dealing with Angry Customers

C. Root Causes of Customer Conflicts

  1. Reasons why Customers go Ballistic

     a. Failing to Meet Customer Expectations

     b. Inability to Deliver what was Promised

     c. Lack of Sensitivity and Sense of Urgency

  2. Setting your Customer Service Standards High, not Low

     a. “OK” as the Minimum Acceptable Level of Customer Service

     b. Elements of Setting Service Standards

     c. Developing a Framework for Handling Difficult Customer Situations  

     d. Creating Standards for your Customer Service

Exercise: Conflict Resolution Style Assessment

Module III – The Conflict Resolution Process

A. The 5 Basic Responses to Conflict

  1. Confronting

  2. Avoiding

  3. Accommodating

  4. Compromising

  5. Collaborating

B. Managing the Conflict for Win-Win Outcomes

  1. Dealing with your Own “Hot Buttons”

     a. Exploring your Negative Feelings during Customer Conflicts  

     b. What to do When Customers Push your Hot Buttons

  2. Understanding the Conflict Situation

     a. Identify the Issue

     b. Differentiating Logical vs. Psychological Problems to Address

     c. Verifying the Details of the Issue

     d. Handling it or Asking Help from Others

     e. Choosing the “Best” Conflict Resolution Approach

  3. Managing the Customer Interaction

     a. 3 Keys to Effective Customer Interactions

     b. Steps in Calming Down Irate Customers

     c. Choosing your Words Properly and Asking Relevant Questions

     d. Clarifying and Summarizing the Important Details

     e. Getting the Right Message Across  

     f. Negotiating and Resolving the Customer Concern or Problem

Module IV – Action Planning on Enhancing Customer Interaction Management

A. Identifying the Issues that Lead to Customer Conflicts  

B. Analyzing the Root Causes and Problems Encountered

C. Specifying Possible Solutions or Alternative to Prevent and Manage the Issues Involved

D. Developing a Customer Interaction Management Procedure

E. Evaluating the Results and Applying Corrective Actions  

Participants will be entitled to the following:

- Training Manual

- Exercise Sheets

- Certificate of Completion

- Editable Action Plan Templates that can be used to guide the participants on the application of the principles and concepts learned.

-  Lunch with Am & Pm Snacks

Rates per slot:

[ BEST RATE ] Based on prevailing Prom/Discount Code. Terms and conditions apply.

[ PREFERRENTIAL RATE ] P19, 500+VAT valid only for registrations and payments made within the assigned due date.

[ REGULAR RATE ] P20, 500+VAT for payments made beyond the assigned due date. 

P21, 500+VAT for on-the-day payments.