Customer Service Training /
Customer Conflict
Customer Service Training - Customer Conflict Management
Living the Brand Promise
"I found the elements of creating
partnerships as well as learning about the Connection Model very
useful. I learned skills that will enable me to deepen my
relationships with both customers and colleagues and take those
relationships to the next level.”
Manager | Retirement
Services | JP Morgan
"I
was always told to treat everyone the same way. This program has
taught me that I’ll get a lot farther treating each customer and
colleague as a unique individual. I like the idea of varying
the treatment. Know the basics, and then adjust accordingly. That’s
going to make my job a lot more interesting!”
Customer Service Rep | CSBU | Southern California Edison
Project Manager | Shared Services | Southern California Edison
Conflict is inevitable in today’s workplace. Perhaps more than ever before, organizational members are challenged to “do more with less,” and do it “faster and cheaper” than the competition. These corporate realities may contribute to employees feeling that they are competing internally for limited resources. Resources such as money, time, or information can all be potential sources of conflict.
This eight-hour interactive
customer service session explores skills and strategies to enable employees to work together to foster collaboration while working through conflict.
To learn how to foster collaboration through the use of conflict management skills and strategies.
- Discuss conflict in today’s workplace
- Define and discuss collaboration
- Identify three sources of conflict
- Learn the 4½ Step Disagreement Resolution Process
- Know the importance of Authenticity
- Practice the Language of Collaboration
- Discuss the Resolution Process in a group setting
- Understand conflict management strengths
- Learn strategies for keeping your focus
- Identify your own issues during confrontations
- Practice Dramatic Listening
- Learn strategies for surfacing hidden tensions
- Practice responding to verbal attacks
- Identify collaborative relationships
- Synthesize skills and strategies
Front line to Executive level
To speak with an LSA Expert to learn about the
customer service training - customer conflict program customization and
delivery options for your company, please contact us.
|
