Handling Customer Complaints and Conflict Resolution

Objectives

• Develop skills to effectively handle customer complaints and conflicts.
• Understand the importance of active listening and empathy in resolving issues.
• Learn strategies to de-escalate tense situations and maintain customer satisfaction.
• Gain knowledge of conflict resolution techniques and when to apply them.

Content

Understanding Customer Complaints and Conflicts

• Types of customer complaints and common causes
• The impact of unresolved complaints on customer loyalty
• The psychology of customer dissatisfaction
• Recognizing early signs of conflict

Effective Communication Techniques

• Active listening and its role in conflict resolution
• Asking the right questions to clarify issues
• The importance of tone, body language, and empathy
• Communicating solutions clearly and confidently

Conflict Resolution Strategies

• Techniques for de-escalating conflicts
• The role of negotiation in conflict resolution
• Finding win-win solutions
• Setting boundaries and managing expectations

Preventing Future Complaints and Building Relationships

• Implementing feedback systems for continuous improvement
• Building trust and rapport with customers
• Creating proactive solutions to avoid common complaints
• Turning complaints into opportunities for customer loyalty

DATE:

1ST BATCH:        30th Mar – 2nd Apr, 2026       

2ND BATCH:      21st – 24th Jul, 2026 

3RD BATCH:       17th – 20th Nov, 2026