Customer Service Skills: Communicating & Conflict Management for Front-Line Personnel (1 Day)

This course will teach the participants to utilize effective communication skills that will enhance customer service. An important part of servicing customers involves the need to manage conflict situations that arise from angry or disgruntled customers. A natural by-product of conflict is the stress that it produces which can lead to fatigue and burn-out in front line employees. This course will teach the participant to effectively handle conflicts with customers while coping with the stress that conflict situations inevitably produce.

The Managing for Success Customer Service^TM (this is a product of TTI Performance Systems, Ltd) assessment will be administered. This assessment will generate a personalized report for each learner. The report will analyze individual customer service styles; it will also define the strengths and areas for improvement when communicating with customers.

Topics:

• Identify the gaps between their style of dealing with conflict and the ideal style

• Understand the interpersonal needs of their customers

• Identify and communicate successfully with difficult personalities

• Think clearly, listen actively, and act effectively with difficult situations, even when feeling strongly

• Manage confrontations and resolve complaints with conflict in a manner that avoids punishment and bad feelings

• Identify stress management techniques that enable employees to cope with pressures associated with front line customer service

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