Conflict with customers
Featured in the Managing Conflict training manual
By Caroline Love
Category: Conflict Resolution
Credit price: 4 download credits (Single user)
The customer is always right – always? There are occasions when the customer is right. However, there are also occasions when the customer is not entirely right or when their behaviour in making a complaint is such that they need to be appropriately challenged so that the substantive issue is dealt with. How often have you, as a customer, been on the receiving end of an inappropriate response from a staff member who has ‘read the situation wrongly’? This training activity introduces a model to enable staff to identify appropriate tactics for managing issues with customers and avoiding potential conflict.
Once you have briefly introduced the purpose of the training activity, the participants work through given scenarios to identify the sort of solution to manage the potential or actual conflict with customers and the tactics to use to achieve these solutions. Following feedback and your short input, the participants prepare and present ‘mini-dramas’ to demonstrate the different styles for managing conflict with customers. Finally, the participants identify and share their own learning about managing conflict with customers, and you close the training activity with a short summary.
Who is it for: This training resource is intended for use by trainers to enable participants to work through scenarios planned to reveal a variety of techniques for handling conflict with customers.
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 02:25:00 |
| No of Pages: | 27 |
Resources: View standard resources for Fenman training activities
Additional resources: Cards.
Purpose: This training resource is intended for use by trainers as part of a programme on managing conflict. The training activity involves drama and can be used to invigorate the participants and provide a change of pace in a programme. This training activity can also be used in programmes on customer care, team working, managing tricky situations, and personal development.
Download the training activity, Conflict with customers as featured in the Fenman training manual; Managing Conflict