IIRF Online > Business > Sales > Customer Service > Conflict Resolution and De-Escalation for Upset Customers
Conflict Resolution and De-Escalation for Upset Customers by Udemy
You'll learn diagnosis and resolution techniques for tense, sensitive conflicts with upset clients and customers
Course Highlights
- You'll learn how to effectively address and de-escalate conflicts with clients, using appropriate techniques to deal with the person's emotions or complaints
- You'll learn how to properly analyze clients' rules and how to avoid breaking them, avoiding future conflicts
- You'll learn how to mediate tense situations between clients and the organisation, evaluating both positions impartially
- You'll learn how to avoid the common traps in terms of conflicts, which can actually make a conflict worse
Skills you will learn!
Curriculum
2 Topics
Introduction
Useful Information
5 Topics
Introduction
Conflict Types
Conflict Types in CM
Rule Analysis and Adaptation
Rule Analysis and Adaptation in CM
11 Topics
Introduction
Respect and Understanding
Respect and Understanding in CM
Comforting and Supporting
Comforting and Supporting in CM
Mediation and Diplomacy
Mediation and Diplomacy in CM
Personal Rules/Boundaries
Personal Rules/Boundaries in CM
Implementation Focus
Implementation Focus in CM
5 Topics
Introduction
Misalignment Traps
Misalignment Traps in CM
Escalation Traps
Escalation Traps in CM
1 Topic
Outro
1 Topic
Bonus Lecture
Conflict Resolution and De-Escalation for Upset Customers
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