This course looks at the sources of conflict and how you can handle them more effectively. You’ll evaluate your current approach to conflict management, consider factors that may be affecting communication, and learn advanced verbal techniques for de-escalation.
DurationHandle the most difficult customers with confidence and care—and build an unparalleled customer service reputation. Are you unsure how to handle angry customers? Finding your approach only escalates aggression? It’s possible to settle these situations empathetically and reduce stress for all concerned.
This course looks at the sources of conflict and how you can handle them more effectively. You’ll evaluate your current approach to conflict management, consider factors that may be affecting communication, and learn advanced verbal techniques for de-escalation.
Ideal for professionals on the frontline, it will help you collaborate with clients of all kinds to problem-solve and achieve mutually agreeable outcomes.
What is covered in the course?
What is the difference between difficult, angry and abusive customers?
How can I respond in each instance without escalating the situation?
What external factors might be contributing to customer hostility?
How can reflective listening help me demonstrate empathy and understanding?
What is collaborative language and why is it relevant to conflict resolution?
How and why should I use effective questioning to gather information?
What workplace and environmental factors can I change or be more aware of?
How can I manage my own emotions and stay calm under pressure?
There’s a lot happening here at the University of Adelaide. Education. Research. Innovation. But it all stems from one motivation—progress. For our students. Our community. Our world. And we can’t wait to see what’s around the next corner.
The Professional Telephone Skills training focuses on developing your telephone etiquette to ensure you have a positive attitude when speaking with your customers.
Learn how to identify real beneficiaries, detect PEP customers, and Conduct due diligence on a risk-based approach, in addition to identifying the customer tax status (FATCA & CRS).
This Customer Service course is designed to provide students with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits
In order to provide excellent service and to maintain key accounts, it is important to know what your customers expect from the relationship. It is essential to manage clients effectively to build a long-lasting relationship with them. Many organisations lose sight of what their customer’s need a...
Customer service starts with listening to the customer and finding out what their needs are, then working with them to achieve their goals. As service providers, you have the power to create a trusting, caring, and customer responsive environment.
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