Conflict Management in Customer Service

1

Welcome
- Before You Begin
- Welcome
2

Chapter One - The Nature of Human Being
- Lesson One - Understanding Reaction vs Response
- Lesson Two - Signs of Escalation in Ourselves
- Lesson Three - Rest and Digest
- Lesson Four - Practice Noticing Reaction vs Response
3

Chapter Two - Signs of Escalating Behaviour in Others
- Lesson One - Signs of Escalation of Others
- Lesson Two - The Power of Empathy
- Template - Power of Empathy Exercise Template
4

Chapter Three - Communicating with Respect
- Lesson One - The Power of Listening
- Lesson Two - Staying Centred
- Lesson Three - Knowing When to Say No
- Lesson Four - Organisational Boundaries
- Template - Terms of Use for Customer Facing Staff Template
- Lesson Five - Personal Boundaries
5

Chapter Four - De-escalation Framework: A Team Approach
- Lesson One - Deciding When De-escalation is Required or Safe
- Lesson Two - When to Call for Support
- Lesson Three - De-escalation Framework
- Templates - De-escalation Framework and Incident Report
6

Chapter 5 - Knowing Your Policies and Procedures
- Lesson One - Building a Zero Tolerance Policy
- Template - Building a Zero Tolerance Policy
7

Review
- Review
8

Conclusion and Test Your Knowledge
- Test Your Knowledge
- End of course survey – please complete this to receive your certificate

Build confidence and practical skills to manage challenging visitor behaviour, de-escalate conflict, and support safer, more positive customer interactions. Ideal for anyone working in a customer-facing role.