Many frontline employees face conflicts daily. Everyone is different in how they communicate and how they deal with these tense situations. But good customer conflict management can turn a negative experience into a positive one for both the employee and the customer. That's why you should train your employees in Conflict Management.
Your employees will learn:
What a conflict is and why conflict management is important
How to use your language and body language to de-escalate the conflict situation
What tools they can use to achieve the right mentality and understanding to manage the conflict in the best way possible
The modules in this learning path:
How to identify a conflict
How to manage a conflict
How to respond to a conflict
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Effective learning techniques for today's learners
This learning path is built up in a way that increases knowledge retention and ensures maximum impact.