Conflict Resolution

£40.00 incl. VAT

Managing customer issues from 1st line to escalated issues and situation management.

Consisting of 4 modules:

  • Defining Conflict
  • Managing Complaints
  • Resolution
  • Steps for Resolution

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Description

About the Course

Course Delivery Duration: 2 x Half-day Instructor led Virtual Classroom Training (VCT) Sessions

Self-Study Duration: 2-4 hours self-study and work-based tasks

Course Materials: Downloadable materials for this course include a detailed manual for each module and a variety of other handouts and exercises. These materials will be used in the sessions and can also be used after the sessions.

Who is it for?

  • Customer Service Advisors
  • Service Advisers
  • Customer Service Managers
  • Retail Sales Advisers

Course Aims:
This course is designed to enable all team members to be able to identify and define customer issues, manage minor issues and create a clear and defined escalation path for those that cannot be dealt with in the first instance. From defining issues, scaling and categorising, understanding customers expectations and providing a clear and structured approach to conflict resolution. Improving confidence in you and your team and reducing any negative impact on your business.

This course is divided into four modules:

Defining Conflict
This module is designed to set clear parameters around defining complaints, issues and conflicts. Exploring common terminology to ensure everyone in your business/ department fully understand the scale of a customer’s issue and can easily identify both the severity of the issue and what the next steps are likely to be.
Sections in this module include:

  • Identifying Conflict
  • Understanding Conflict
  • Consumer Protection (CPA2018)
  • Perceptions and Paradigms

Managing Complaints
This module will examine simple techniques for managing complaints ensuring information is recorded and used to improve the customer experience, manage customer issues, create a clear line of handling and lead to a reduction in escalated or serious issues.
Sections in this module include:

  • Establishing the Facts
  • Questioning Techniques
  • Active Listening
  • Summary and Agreement
  • Complaints Logs

Resolution
This module introduces the 3R’s model to manage immediate 1st line issues, manage customer behaviour and reduce escalation of issues. Participants will also be introduced to the complaint log and look at how to use recorded information to reduce future issues, as well as addressing processes within the business to improve the customer experience.
Sections of this module include:

  • The 3R’s Technique for 1st Line Interventions
  • The Escalation Route
  • Managing Information

Steps for Resolution
This module examines strategy for managing serious conflicts and also looks at conflict resolution styles. Developing a proactive approach to managing customer issues and communication throughout the business to improve the customer experience.
Sections in this module include:

  • 5 Step Process for Finding Resolution
  • Conflict Resolution Styles
  • PDCA

 

Booking a WebCoach Session

How to access WebCoach course sessions in 3 simple steps:

Step 1
Purchase the right Pass for your needs (Course Pass, Annual Pass, Monthly Subscription)

Step 2
Once you have received your Pass Code (within 24 hours) simply register for any sessions you wish to attend through the calendar (Book a Session page)

Step 3
Log in using the link provided at the relevant time and enjoy the ASC WebCoach experience!

 

All prices include VAT.