Managing Upset Customers

Description

Learning how to manage conflict successfully is a critical business skill that’s worth the time and effort to practice. Daniel Goleman’s Emotional Intelligence and Mark Gouston’s Just Listen are two resources among many that can help you strengthen your conflict management aptitude. Relationships can be messy, but with the right skills, attitude, and mindset, you will be able to address issues calmly, ensure that your customer feels heard and valued, and arrive at a solution that satisfies you both.

Aim

• Use the right tools to find a resolution of conflict
• Demonstrate the right attitude and behavior required for conflict resolution
• Determine the right solution to solve the problem

Participant requirements

NA

Participant

New and mid level Managers

Training modules