Dealing with Disputes and Conflict Course

Today, quality customer service may be what differentiates a company from its competitors. One of the most challenging things to deal with in business is handling difficult customers who are never satisfied. You can prevent or manage almost any difficult situation with the right communications skills - it's all about technique, not attitude.

During this course, learners will learn how to empathise with clients, identify triggers, manage their stress levels, remain professional during difficult situations and the ability to develop strategies to be confident and how to distance themselves from any personal remarks and respond professionally without entering into arguments.

Support

Dedicated team of trainers and staff, committed to delivering support and advice to our customers.

Experience

We have over 12 years experience providing training for individuals, small, medium and large companies.

Training Team

Our trainers combine professional know-how with experience in their chosen training field.

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Safeguard your training investment. We offer courses accredited by national and international certification bodies.

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Full Course Outline

What's Inside the Brochure - Course Format; Trainer Profiles; Testimonials; Membership Details; Full 2024 & Fee.

Membership Details

By becoming a Member with DCM, you will gain access to exclusive free courses and substantial discounts on our certified courses.

Customer Stories

We work with the biggest brands in Ireland including Symantec, Keelings and Vodafone but don't just take our word for it.

Team Development Needs?

Do you have team development needs? An inhouse training solution is typically less expensive per head than publicly scheduled courses and provides greater business relevance.

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What is covered in this course?

Delegates will learn how to distance themselves from any personal remarks and respond professionally without entering into arguments.

Understanding Customer Behaviours

Building rapport, communication and trust with clients
Understanding different personality types
Use effective interpersonal skills to improve negotiating outcomes

Managing Difficult Situations

Managing the conversation using a Master Strategy: T.A.L.K
Defusing - proven methods to control the situation
Hot phrases and words to avoid
Responding and resolving complaints

Handling Difficult Customers

Behaviour - what causes customers to be demanding or difficult
Know when to take a step back
6 Steps to dealing with difficult people
Engaging the ‘professional brain' instead of the emotional, reactive brain

Please Note: Each delegate will leave the course with an action plan for the workplace

Need Some Advice?

We have an excellent team who are more than happy to give you advice about the course. It doesn't matter what the question please ask, we'd be delighted to help.

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What We Do

Founded in Dublin, DCM Learning is fast becoming recognised as a leading training organisation. We work closely with industry to define the skills and qualifications required to thrive.

At our core, we believe people learn best by doing. We design fun, powerful experiences that have a profound and lasting impact on people and their careers, inspiring new ways of thinking, building critical capabilities and unleashing business success. We empower you to learn from fresh, high-quality content on the skills that matter, taught by leading experts.

Our Customers

We work with small and large companies, individuals, Government Agencies, Universities and blue-chip companies such as Keelings, Google, Zendesk, Novartis, IBM and Symantec, so you can have confidence in our ability to deliver the results you want to achieve.