Customer Service – Conflict Resolution

Customer Service – Conflict Resolution, available at $29.99, has an average rating of 4.05, with 25 lectures, 5 quizzes, based on 90 reviews, and has 480 subscribers.

You will learn about Understanding what conflict is all about Identify the different types of conflict Learn how to resolve conflicts Understanding the role of communication in conflicts Learning the impact of conflicts towards customers, co-workers and employers This course is ideal for individuals who are Anyone looking to gain an understanding of Conflict Resolution for Customer Service and its practical application in the business environment. It is particularly useful for Anyone looking to gain an understanding of Conflict Resolution for Customer Service and its practical application in the business environment.

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Summary

Title: Customer Service – Conflict Resolution

Price: $29.99

Average Rating: 4.05

Number of Lectures: 25

Number of Quizzes: 5

Number of Published Lectures: 17

Number of Curriculum Items: 30

Number of Published Curriculum Objects: 17

Original Price: $29.99

Quality Status: approved

Status: Live

What You Will Learn

Understanding what conflict is all about
Identify the different types of conflict
Learn how to resolve conflicts
Understanding the role of communication in conflicts
Learning the impact of conflicts towards customers, co-workers and employers

Who Should Attend

Anyone looking to gain an understanding of Conflict Resolution for Customer Service and its practical application in the business environment.

Target Audiences

Anyone looking to gain an understanding of Conflict Resolution for Customer Service and its practical application in the business environment.

Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics.

There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services.

The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program.

First part is the The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service. You must complete this level as a pre-requisite for sitting the Customer Service Intermediate Exam.

Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order):

Customer Service Foundation
Intermediate – Communication Strategies, Conflict Resolution and Making Decision and Assertiveness
Intermediate – Contact Centers, CRM and Delivering presentations and Public Speaking
Intermediate – Sales and Retail

Customer Service Expert Level

Each Customer service Intermediate programs available, you will be eligible to sit the Exam and progress to the Expert program.

The exam consists of multiple choice questions, related to the subjects you have chosen.

The next and final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills.

Please note: No individual exam is available for this course. The Intermediate exam is available which covers this topic however we recommend completing courses from the above list to better prepare for the exam.

The Art of Service

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction to the Program

Chapter 2: What is Conflict?

Lecture 1: Defining Conflict

Lecture 2: Functional Conflict, Dysfunctional Conflict and Levels of Conflict

Lecture 3: Attitude and Persuasion & Perceptions and Assumptions

Chapter 3: Types of Conflict

Lecture 1: Conflict Resolution Styles

Lecture 2: Intra and Inter-organizational and group Conflict

Lecture 3: Intrapersonal and Interapersonal Conflict and Task vs Relationship vs Proces

Chapter 4: Resolving Conflict

Lecture 1: Responses to Conflict

Lecture 2: Ways to Deal with Conflict, Negotiating Skills and Isolating the Facts

Lecture 3: Listening More, Trying to Emphathize with the Person and Don't be Defensive

Chapter 5: Communication

Lecture 1: One-way and Two-way Communication

Lecture 2: Barriers to Communication

Lecture 3: Process for Handling Conflict, Building Relationships and Conflict Resolution

Chapter 6: Impact of Conflict

Lecture 1: Customers and Co-workers

Lecture 2: Employers

Lecture 3: Conflict in Organizations and Desired Outcomes of Conflict

Chapter 7: Certification

Lecture 1: Final Exam

Instructors

The Art Of Service
Quality education for Career Driven IT Professionals

Rating Distribution

1 stars: 4 votes
2 stars: 6 votes
3 stars: 15 votes
4 stars: 30 votes
5 stars: 35 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

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