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Working on the front line with customers can create a myriad of difficult situations. Conflict can arise in seconds. How it is handled can mean the difference between customer retention and customer loss.
Price increases, schedule changes, policy modifications and staffing changes can all provide the base for customer conflict. This hands on one day program introduces key strategies for working with customers in conflict situations.
Participants gain a personal toolkit for managing conflict both in the moment and in preparing for an anticipated conflict.
Participants share and engage as they choose to, in a supportive and encouraging learning environment.
You will learn:
- What is the real source of conflict?
- How to assertively engage in conflict when necessary
- Keeping your cool in conflict situations
- Knowing when to stand firm and when to choose to let it go
- Making choices in the moment
- Understand the various approaches to conflict and the best associated responses
- Explore the difference between Assertive, Aggressive and Passive-Aggressive behaviour styles
- Learn techniques to best enhance the performance and minimize issues with each behaviour style
What you will cover:
1. Understanding Customer Conflict
- Identify the sources of customer conflict
- Understand the customers view of the situation
- Explore possible options
2. Succeeding in the Moment of Conflict
- Understand what are the most common approaches to conflict
- Explore how best to manage conflict to maintain the customer relationship
- Diagnose how this conflict arose
- How to use conflict as an opportunity to build your customer relationship
- How to proactively manage conflict before it escalates
- The difference between assertive and aggressive customer behaviour
3. Planning for Conflict
- Assess your own style of managing conflict
- Understand your customer’s approach in conflict
- Draft out basic needs in conflict situations
- Build a toolbox of strategies for working with your customer in conflict situations
4. Strategies for Success
- Build strategies for handling conflict in the moment
- Understand your own triggers in conflict situations; the ones that can cause an escalation
- Choosing perception in moments of conflict and in anticipation of conflict
- Identify key steps to creating positive outcomes with conflict situations
5. Engaging Positively in Customer Conflict
- Strategize and practice dealing with customers in conflict situations
- Practice presenting a creative approach to engaging in conflict situations
- Learn how to stay focused on the outcome and results and not the emotion of the moment
- How to influence the decision/outcome of the conflict using specific approaches
Seminar Tools
A Diagnostic Instrument will be utilized in this program.
Course Duration
One day
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Leadership