Customer Conflict: Management and Prevention

Target Attendees:

This seminar is for all employees who encounter conflicts or service issues in their dealings with internal and external customers. It will even be more beneficial if more than one person from your company attends.

Program Description:

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 


     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 Seminar 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 – Building your Credibility in Customer Service

     A. The Principles of Deliberate Communication

          1. Opening the Door to Positive Customer Service Communication

          2. The Power of Choice Communication

          3. The Personal and Impersonal Aspects of Customer Service Communication

     B. Components of Credible Customer Service Communication

          1. Verbal and Non-verbal Communication Alignment

          2. Active Listening first, not last

          3. Make Realistic Promises

          4. Speak from the Heart

          5. Be Proactive, Honest and Empathetic

                    Breakout Activity: Identifying your Customer Service Communication Challenges

Module II – Working with Customers

     A. Difficult Customer Situations: How they develop

          1. The Challenges of Serving Today’s Customers

          2. The Developmental Stages of Difficult Customer Situations

          3. Myths and Realities of Difficult Customer Encounters

          4. Basic Steps in Managing Difficult Situations and Customers

     B. Difficult Customers: Understanding how they think and behave

          1. The ACES Customer Personalities – Analyticals, Comanders, Expressives and 


          2. What Customers expect from you

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

          4. Dos and Don’ts of Effective Customer Service Communication

     C. Enhancing your Customer Service Interactions

          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

Module III – Managing Customer Interactions and Preventing Conflicts

     A. Overcoming your Customer Interaction Anxiety or Apathy

          1. Keys Tips on Reducing your Anxiety

          2. Mindsets to Develop to Overcome Apathy

     B. Managing the Customer Interactions

          1. Face-to-Face Communication

               a. Non-Verbal

               b. Verbal

          2. Written Communication

               a. Formal Letter

               b. Emails

          3. Telephone Communication

               a. Managing Telephone Complaints

               b. Avoiding the Shuffle: Transferring the Customer like a Bouncing Ball

               c. Tips on Properly Transferring Customer Concerns to Others

     C. Delivering Bad News in a Good Way

          1. Why we Fear Delivering Bad News

          2. Developing your Assertiveness

               a. Confidence Strategies

               b. Courage Strategies

               c. Controlling-the-Conversation Strategies

          3. Steps in Delivering Bad News with Empathy

     D. The Power of Providing and Receiving Feedback

          1. Open and Closed Stances when Receiving Customer Feedback

          2. Effective and Ineffective Customer Feedback Delivery

          3. Receiving Positive Performance Feedback: The Fuel of your Passion in Customer 


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