Resolving Conflict with Customers

An important skill set to equip staff with is the ability to proficiently handle and resolve customer complaints and conflicts. This training course focuses on developing knowledge and skills for effective conflict resolution with customers or staff. During the course, participants will learn effective communication techniques and practice using conflict resolution models.
 

 


4 HOURS
 

SCHEDULED
DATES
2
ONSITE AT
YOUR VENUE
4
CERTIFICATE
ISSUED


   SCHEDULED COURSE DATES

Course Name Date Location Duration Time Available Spaces Course Fee Per Person (incl. GST)
Resolving Conflict with Customers (27 June 2024) - HOBART 27 June 2024 Hobart, Tasmania
4 hours
09:00 am - 01:00 pm 12 $99.00
Resolving Conflict with Customers (16 July 2024) - LAUNCESTON 16 July 2024 Launceston, Tasmania
4 hours
09:00 am - 01:00 pm 10 $99.00
Resolving Conflict with Customers (30 July 2024) - HOBART 30 July 2024 Hobart, Tasmania
4 hours
09:00 am - 01:00 pm 12 $99.00
Resolving Conflict with Customers (15 Aug 2024) - LAUNCESTON 15 August 2024 Launceston, Tasmania
4 hours
09:00 am - 01:00 pm 10 $99.00
Resolving Conflict with Customers (29 Aug 2024) - HOBART 29 August 2024 Hobart, Tasmania
4 hours
09:00 am - 01:00 pm 12 $99.00
Resolving Conflict with Customers (11 Sept 2024) - LAUNCESTON 11 September 2024 Launceston, Tasmania
4 hours
09:00 am - 01:00 pm 10 $99.00
Resolving Conflict with Customers (24 Sept 2024) - HOBART 24 September 2024 Hobart, Tasmania
4 hours
09:00 am - 01:00 pm 12 $99.00
* please note course dates may be subject to change

Resolving Conflict with Customers

An important skill set to equip staff with is the ability to proficiently handle and resolve customer complaints and conflicts. This training course focuses on developing knowledge and skills for effective conflict resolution with customers or staff. During the course, participants will learn effective communication techniques and practice using conflict resolution models.
 

 

Course Content

  • Understanding Conflict: Understand the definition of conflict, the importance of exceptional customer service and different conflict styles.
  • Conflict Management: Strategies for achieving win-win outcomes in conflicts and developing essential conflict resolution skills.
  • Conflict Resolution Process: Learn steps to follow in diffusing heightened emotions and the framework for resolving conflicts effectively.
  • Self-Awareness: Understanding the impact of one's conflict style on a situation and shifting conflict styles to achieve positive outcomes.
  • Effective Communication Techniques: The art of active listening and empathetic communication, uncovering underlying concerns and validating emotions and turning confrontations into productive discussions.
  • Conflict Styles: Explanation of the five conflict styles and when each style is appropriate for resolving complaints and conflicts.
  • Turning Challenges into Opportunities: Converting disgruntled customers into loyal brand advocates and strategies for resolving conflicts and surprising customers positively.
  • Boosting Team Morale: The relationship between well-trained teams and confident teams and improved customer interactions leading to increased satisfaction and positive word of mouth.

Course Fee

$99 per person including GST

*This course fee is subsidised by grant funding from the Tasmanian Government. 

Enrolment Process

  1. Online: Available by clicking the Enrol Now button next to each course date. The online process will provide three options for payment (invoice, secure credit card or tentative enrolment).
  2. Email: email coures@vxt.org.au with your full name, date of birth, phone number and preferred training date
  3. Telephone: Call the team on 03 6387 7244 to register over the phone.

Enrolment Terms

  1. Payment of course fees (or deposit) is required to confirm enrolment and to hold a position.
  2. Cancellations up to 10 working days before the scheduled date will be accepted without penalty. Cancellations less than 10 working days may be subject to a 100% cancellation fee.
  3. VXT reserves the right to cancel the course 10 working days before the scheduled date if insufficient registrations are received. Any fees paid for cancelled courses will be refunded in full.
  4. Click here for the full fees and payment policy.

 ONSITE AT YOUR VENUE

The Resolving Conflicts with Customers Course can be conducted at your location, making it convenient and easily accessible for your team. To ensure a successful and productive training session, it is important that the venue can provide the following requirements:
  • Adequate classroom space furnished with tables and chairs.
  • Provision of a TV or projector and screen for trainer presentations.
  • Whiteboard for trainer use
  • Catering suggested: tea/coffee, water, snacks
  • Onsite induction for the VXT trainer

Request an onsite Resolving Conflicts with Customers Course for $476 including GST |    Participants: Minimum 6 and Maximum 15

*The subsidised onsite fee is made possible through grant funding provided by the Tasmanian Government.

 

To request an Onsite course at your venue or location, please complete the details below and our General Manager Strategic and Industry Partnerships will be in touch to discuss your requirements


VXT

For any enquires regarding our courses, contact VXT on 03 6387 7244

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