Anyone working in customer care will have lots of stories to tell about disagreements with clients, misunderstandings and forced apologies, unintentional (and intentional) offences on both sides. Anyone in management will testify to the fact that this is an area where staff usually need extra support. Ignored or inappropriately handled conflict with a client means a measurable financial loss, not only because of clients leaving, but also because of staff getting overly frustrated and burnt out. And yet, on average, only a small percentage of customer service staff are actually trained in effectively dealing with potential or actual disagreements or straight out conflicts with clients. This webinar will look at priorities in terms of conflict management training for customer care staff. We will also examine some simple strategies which may help staff right away, even before a training programme in the area of dealing with conflict may be implemented.
