Conflict Resolution and De-Escalation for Upset Customers

You'll learn diagnosis and resolution techniques for tense, sensitive conflicts with upset clients and customers

Created by: Vasco Patrício
Executive Coach, Past MIT Portugal IEI-Backed Founder

What Will I 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.

Requirements

• You don't need any prior knowledge (naturally, social skills knowledge helps, but is NOT required)

Target audience

• You're someone dealing with customers (high- or low-value, high- or low-touch), and especially dealing with unhappy ones
• You're someone in Customer Success or Customer Service
• You're someone in Client Relations or Investor Relations
• You're someone who wants to learn how to better deal with any person in a professional context