Managing Customer Conflict

During the course of their work, employees may encounter aggressive customers. From time to time, this may mean that employees are involved in situations which require some skills in managing conflict and aggressive behaviour.

Managing Customer Conflict is a one-day workshop designed to help you identify the main challenges in your work environment and suggest ways to manage aggression and conflict within the workplace.

This is an introductory workshop particularly suited to frontline employees who deal with customers or the public and are likely to manage conflict.

Gain valuable knowledge and practical skills:

• Define customer conflict and aggression and the factors that cause them
• Increase self awareness – trusting your gut instinct, anger triggers and self control
• Recognise potentially aggressive individuals through physical, verbal and mental signs
• Learn how to prevent and manage conflict using verbal and non-verbal communication strategies
• Discover the key DOs and DON’Ts of managing aggression
• Know what self care strategies to follow after a critical incident
• Gain the techniques needed to diffuse and resolve conflict with customers

To book a session or to find out more, contact us.