The customer is always right - right?  Sometimes there are occasions when the customer is not entirely right, or when their behavior in making a complaint is such that they need to be appropriately managed so that the real issue is dealt with. How often have you, as a customer been on the receiving end of an inappropriate response from someone who has read you or the situation incorrectly?  This online version of the course introduces a model to enable you to identify appropriate tactics for managing issues with customers and avoiding potential conflict. On completion of the course, participants will be issued with the TSI Limited Certificate of Course Attendance. It is a testimony of your upgraded skill in managing Conflict and Complaints.

Learning objectives

At the end of this session, participants will be able to:

• Deal with conflict and complaints with sensitivity and maturity; 
• Demonstrate confidence and control when dealing with complaints;
• Turn customer complaints into opportunities for repeat and referral business

Lesson 1: Expectation as the Root of All Conflict and Complaints

• Managing Business Stakeholders (in graphics)
• Conflicts and Complaints (in graphics)
• Conflict Situations (in graphics)
• Expectations as the Root of All Conflict and Complaints
• Unmet Expectation
• Using Expectations as a Tool to Prevent Conflict and Complaints
• A SMART goal
• Basic Skills for Dealing with Conflicts and Complaints
• Listening Skills
• Pay close attention
• Demonstrate physically that you are listening.
• Check for understanding
• Don’t interrupt!
• Respond Appropriately.
• Effective Communication Skills
• Non-verbal communication
• Examples of body language

Lesson 2: Problem Solving Skills

• Problem Solving Skills
• Using the Five Whys Tool
• Interpersonal Skills
• Persuasion Skills
• Comparison of Features and Benefits
• Features and Benefits of Flexible Time Schedules and Telecommuting
• Here are some more tips on how to persuade others
• Customer Service Skills
• Integrity
• Communication Styles as Barriers to Dealing with Conflicts and Complaints
• The Communication Styles Matrix (Dr. Eileen Russo)
• The Direct Communication Style
• Tips for Communicating if You Have a Direct Communication Style
• Tips for Communicating with People with a Direct Communication Style
• Spirited Communication Style
• Tips for Communicating if You Have a Spirited Communication Style
• Tips for Communicating with People Who Have a Spirited Communication Style
• Systematic Communication Style
• Tips for Communicating if You Have a Systematic Communication Style
• Tips for Communicating with People with a Systematic Communication Style
• Considerate Communication Style
• Tips for Communicating if You Have a Considerate Communication Style
• Tips for Communicating with People Who Have a Considerate Communication Style

Lesson 3: Tools for Dealing with Conflict and Complaints

• Tools for Dealing with Conflict and Complaints
• Brainstorming
• Applying Conflict Styles
• Competitive:
• Collaborative
• Compromising:
• Accommodating
• Avoiding
• The Interest-Based Relational Approach
• Turning complaints into opportunities
• What to do about complaints
• Case studies and workplace examples