Controlling Conflict, Stress and Time in a Customer Service Environment (FON503)
Available offerings
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Online
Course
English
Online
Course
French
Overview
Delivery method
Online
Duration
Less than 1 hour
Audience
Employees
Executives
Managers
Supervisors
Description
It is important to know how to manage customer interactions effectively when dealing with demanding or unreasonable customers. This online self-paced course, intended for customer service representatives and help desk agents, provides guidance on how to identify and resolve conflict, negotiate with customers, and develop strategies to better manage time and stress. Participants will benefit from helpful insights into how a positive approach and attitude can benefit customer interactions and lead to more satisfactory conclusions with clients.
Topics include:
- recognizing the warning signs of potential conflict
- negotiating effectively with customers
- demonstrating confidence when speaking to a customer
- managing conflict, stress and time effectively
- being assertive
Legacy course code: W021
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