Course Title: Effective Conflict Resolution to Customer Service Agents

Duration : 7 mins 3 sec

Overview

This video provides a practical guide on how to effectively manage and resolve difficult customer interactions. It emphasizes the importance of staying composed, showing empathy, and responding with professionalism to de-escalate tense situations and achieve positive outcomes.

Key Highlights: 
1. Stay Calm: Maintain a neutral tone and composed attitude to prevent the situation from escalating.

2. Allow the Customer to Vent: Give the customer space to express their frustration without interrupting them.

3. Acknowledge Their Emotions: Demonstrate empathy by using validating phrases such as, “I understand why you're upset.”

4. Apologize Genuinely: Offer a sincere apology for their experience, regardless of who is at fault.

5. Clarify the Issue: Ask thoughtful, open-ended questions to fully understand the problem and its context.

6. Present Solutions: Recommend practical, personalized solutions tailored to the customer's specific concerns.

7. Own the Resolution: Take full responsibility for resolving the issue or explain the next steps if escalation is needed.

8. Confirm Customer Satisfaction: Ensure the customer is happy with the outcome and follow up if necessary to close the loop.

Target Audience: Pharmacists, Sales Executives, Retail Supervisors, Depot Staff

Assessment and Evaluation: A Quiz at the end of the session with a pass mark of 80%. Time allocation for the quiz is 15mins