Handle 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?
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?
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.
In a fast-changing world where new industries emerge and the future of work is constantly evolving, it is knowledge that will keep you moving forward in your career.
Our online, face-to-face and blended range of professional and continuing education courses will ensure you learn, grow, adapt and thrive with Professional and Continuing Education (PACE).
As a certified customer service professional, you’ll be ready to apply for roles and promotions in the events, hospitality, or tourism industry. Set your sights on a customer-facing position in hotels, restaurants, resorts, cruise ships, retail stores, call centres, and beyond.
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