Conflict Resolution and De-Escalation for Upset Customers
You'll learn diagnosis and resolution techniques for tense, sensitive conflicts with upset clients and customers
4.60 (7737 reviews)
28 392
students
3.5 hours
content
May 2024
last update
$54.99
regular price
What you will learn
You'll learn how to effectively address and de-escalate conflicts with clients, using appropriate techniques to deal with the person's emotions or complaints
You'll learn how to protect yourself in the middle of harsh client interactions, dealing with elements like stress or compassion fatigue
You'll learn how to mediate tense situations between clients and the organisation, evaluating both positions impartially
You'll learn how to avoid the common traps in terms of conflicts, which can actually make a conflict worse
You'll learn about using technology to both prevent and resolve clients with customers, helping prioritise, research, and respond to various problems.
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Our Verdict
This 3.5-hour Conflict Resolution and De-Escalation course empowers learners with effective diagnosis and resolution techniques for managing tense customer conflicts, while offering valuable insight into self-care during stressful interactions. However, the lack of role-playing activities reduced immersion, and some content might not directly apply to non-sales or finance organizations. Although a few minor technical issues were encountered, this Udemy course successfully addresses essential soft skills for any customer-facing professional. With proper execution, learners can become more confident in dealing with upset clients and fostering a more empathetic work environment overall.
What We Liked
- Comprehensive coverage of conflict resolution techniques tailored for upset customers
- Real-world examples and practical tips for de-escalating tense situations
- Addresses the importance of self-care and managing compassion fatigue during stressful interactions
- Highlights common traps to avoid, helping learners steer clear of unnecessary conflicts
Potential Drawbacks
- Lack of role-playing activities reduces engagement in some lectures
- Some scenarios may not be relatable for organizations outside sales and finance
- Minor technical issues encountered with sound levels during the course
- Limited interactivity in slides and talking head format
3834458
udemy ID
08/02/2021
course created date
14/02/2021
course indexed date
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