Course of Client Conflict Management and Resolution

Course of Client Conflict Management and Resolution

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Course of Client Conflict Management and Resolution

Client Conflict Resolution Course Information

Maintaining a balance between your sales offering, communication, and service is key to success. But let's face it, an unexpected conflict can disrupt that harmony, affecting your business relationship, your results, and your negotiating skills.

This course offers you professional techniques and a clear method for overcoming these situations. You'll develop essential skills that will boost your negotiation skills and strengthen your customer loyalty for the long term.

Course Details

Hours of video 4
Hours of study 32
Videos 43
Test 43
Level to Expert Level
Language English
Certificate of studies
Lifetime access
7 Days of warranty
Secure payment with SSL
We accept all forms of payment

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Course Objectives: Client Conflict Resolution

Poor conflict management can affect your results, your business reputation, and your commercial relationships, making complaints seem insurmountable. Learning to recognize and manage these situations is key to professional success.

This course offers you practical strategies for handling objections, maintaining control in negotiations, and strengthening your professional skills. It will help you face everyday business challenges with greater confidence and effectiveness.

Strategically working on your communication, processes, and follow-up will allow you to close deals, improve your professional reputation, and cultivate clear objectives, promoting customer loyalty that truly lasts.

With a clear method and proven techniques, you will learn to resolve conflicts, secure agreements, and transform difficult interactions. The result is a more stable business and stronger commercial relationships!

Agenda

43 Lessons. 03:01:11

TOPIC 1: CONCEPTUALIZATION AND PROCESS OF CONFLICTS

4 Lessons.00:19:34

1.1. What is a Conflict?

04:47

1.2. The Conflict Resolution Process

05:26

1.3. Benefits of Effective Resolution

04:42

1.4. Conflict as an Opportunity for Growth

04:39

TOPIC 2: TYPOLOGY AND ROLES IN CUSTOMER MANAGEMENT

4 Lessons.00:18:25

2.1. Customer Classification

04:33

2.2. Contact Levels and Their Impact

04:39

2.3. Key Roles Facing the Client

04:19

2.4. Collaboration with Other Departments

04:54

TOPIC 3: PSYCHOLOGICAL AND BEHAVIORAL FACTORS OF CLIENT CONFLICT

4 Lessons.00:19:02

3.1. Psychological Origins of Conflict

04:35

3.2. Hot and Cold Conflicts

04:41

3.3. Mental Preparation for Conflict

04:42

3.4. Dichotomies and Behaviors in Conflict

05:04

TOPIC 4: EMPATHY, RESPECT AND ACTIVE LISTENING

4 Lessons.00:17:49

4.1. The Power of Empathy

04:10

4.2. Respect as a Foundation

04:18

4.3. Active Listening

04:25

4.4. Common Mistakes in Listening and Empathy

04:56

TOPIC 5: CALM AND EFFECTIVE COMMUNICATION

4 Lessons.00:18:37

5.1. The Tranquility and Support Technique

04:23

5.2. The Power of Application Intention

04:23

5.3. Effective Communication: Body Language and Tone

04:33

5.4. The Psychological Power of Words

05:18

TOPIC 6: ERRORS AND TRAPS TO AVOID FOR THE CLIENT

4 Lessons.00:16:11

6.1. Lack of Respect and Neglect

03:48

6.2. Expectation Misalignment Traps

03:58

6.3. Personal Interaction Traps

03:55

6.4. The Fog Bank Technique

04:30

TOPIC 7: FORGIVENESS, TIME MANAGEMENT AND LIMITS

4 Lessons.00:17:52

7.1. Five Steps to Gaining Customer Forgiveness

04:51

7.2. Time Management and Prioritization

04:25

7.3. Personal and Professional Boundaries

04:11

7.4. How to Set Limits Assertively

04:25

TOPIC 8: SELF-KNOWLEDGE AND EMOTION MANAGEMENT

4 Lessons.00:16:01

8.1. Internal Conflict and Self-Awareness

04:02

8.2. Emotional Regulation

04:04

8.3. Stress Management and its Consequences

03:50

8.4. Compassion Fatigue

04:05

TOPIC 9: ORGANIZATIONAL STRATEGIES AND TECHNOLOGY

11 Lessons.00:37:40

9.1. Technology and Customer Analysis