Managing Upset Customers

Course Overview

Learning how to manage conflict successfully is a critical business skill that’s worth the time and effort to practice. Daniel Goleman’s Emotional Intelligence and Mark Gouston’s Just Listen are two resources among many that can help you strengthen your conflict management aptitude. Relationships can be messy, but with the right skills, attitude, and mindset, you will be able to address issues calmly, ensure that your customer feels heard and valued, and arrive at a solution that satisfies you both.

Learning Objectives

• Use the right tools to find a resolution of conflict
• Demonstrate the right attitude and behavior required for conflict resolution
• Determine the right solution to solve the problem