Customer Service
£35.00
The Confederation of British Industry estimates that workplace conflict costs around £33 Billion annually. It also estimates that up to 20% of leaders' time is spent dealing with conflict; intangible costs include a reduction in loyalty, commitment, motivation, teamwork and morale.
This course starts by explaining what constitutes workplace conflict before looking at some of the most common causes and the effects this can have on the workforce.
It covers the stages and buildup to a workplace conflict and contains several extensive modules that outline conflict resolution techniques that can be applied at any stage of this buildup.
In addition to the negative impacts of conflict, the course also explores how effective conflict management can result in positive outcomes in the workplace. These can include developing shared ideas, reaching compromises through increased trust, and creating an environment where differences of opinion are celebrated and considered rather than shut down.
Quantity
Target Audience
This course is aimed at supervisors and managers that want to develop effective conflict resolution methods. The course can be a great starting point for people new to their leadership role as well as more established managers that want to enhance their skills. This acts as a great introduction to the subject and covers the key concepts and theories relating to conflict management.
This course can be sold to individuals who are doing the training for themselves or it can be pitched to businesses who might want to put all of their first line management team through the training, so they are all work in the same way and have the same skill set.
Course Advantages
Online training is flexible, efficient and cost-effective, so candidates can progress through the modules at their own pace, in their own time, making it easy to fit the training around their work and personal life.
CPD approval means that this course can be used by those that need to prove they are continually developing themselves.
Course Duration
75 minutes
Course Modules
About the Course
What is Customer Service
The Goals of Great Customer Service
Discovering and Understanding Customer Needs
Delivering Maximum Levels of Customer Service
Making Customers Feel Great From the Start
Communication Skills
Non-verbal Communication and Body Language
Dealing with Customer Complaints
Further Progression/Realated Courses
In this topic, we offer a range of other business skills courses that could all be useful for developing and improving as a manager. The ones that directly complement this course include Developing Teamwork and Introduction to Emotional Intelligence.
Negotiation
Effective Delegation
Developing Teamwork
Principles of Communication
Time Management