Conflict Management and De-Escalation in Customer Service

Overview

You're on the front lines of customer service, dealing with a constant stream of inquiries, complaints, and feedback. Your day is a whirlwind of interactions, and at times it feels like you're putting out fires.

Syllabus

• Introduction to Conflict Management
Understanding Conflict Situations
The Role of Emotions in Conflict
Key Principles of Conflict Resolution
• Communication Skills for De-Escalation
Active Listening Techniques
Empathetic Responding
Assertive Communication Methods
• Identifying Customer Needs and Concerns
Recognizing Verbal and Non-verbal Cues
Effective Questioning Techniques
Building Rapport with Customers
• Strategies for De-Escalation
Techniques to Stay Calm Under Pressure
Step-by-step De-Escalation Process
Managing Difficult Customer Interactions
• Problem Solving and Negotiation
Identifying Solutions and Alternatives
Collaborative Problem Solving
Negotiation Tactics in Customer Service
• Handling Special Situations
Dealing with Aggressive or Abusive Customers
Managing Multi-channel Interactions
Conflict Resolution in a Remote Environment
• Stress Management and Self-care
Techniques for Personal Stress Management
Maintaining Professional Resilience
Reflecting on and Learning from Interactions
• Case Studies and Role-Playing
Analyzing Real-world Scenarios
Practicing De-Escalation Techniques
Group Feedback and Discussion
• Wrap-up and Review
Recap of Key Concepts
Developing a Personal Action Plan
Q&A and Resources for Further Learning

Taught by

Viktoriya Kurganska

Subjects

Business