Facing Confrontation in Customer Service


Achieving service excellence is very challenging when dealing with angry customers.

However, by following a few simple techniques, you can manage difficult customer relationships and provide high-quality customer service.

In this course, you’ll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding conflict.

You’ll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.

Learning Outcomes

On completion of this course participants will be able to:

  • Feel more confident taking responsibility for customer complaints.
  • Avoid making common customer service mistakes when dealing with difficult customers.
  • Understand how to defuse a customer’s frustration.
  • Identify strategies for investigating customer complaints.
  • Come to a problem-resolving agreement with a customer.

Who Should Enrol?

  • All customer-facing staff working at an airport.
  • Airport managers, supervisors, or team members responsible for frontline personnel.
  • Anyone interested in a career in customer service or customer experience management.

Course Content

The Facing Confrontation in Customer Service course covers the following topics:

1. Facing Confrontation in Customer Service
2. Customer Service Mistakes: Avoiding Responsibility
3. Customer Service Mistakes: Overstepping Boundaries
4. Customer Service Mistakes: Being Rude
5. Handling Customer Complaints: Defusing Frustration
6. Handling Customer Complaints: Investigating Problems
7. Handling Customer Complaints: Coming to an Agreement

Course info

  • Duration: 15 mins
  • Language: English
  • Level: Short Course
0 out of 5

$50.00 USD