Nigerian Seminars and Trainings

Search conferences, training, seminars, courses and workshops in Nigeria and around the world

business logo

Dealing With Conflicts and Complaints

By: TSI Limited

Lagos State, Nigeria

07 - 09 Sep, 2015  3 days

Follow Event

  

The customer is always right - right?  Sometimes there are occasions when the customer is not entirely right, or when their behavior in making a complaint is such that they need to be appropriately managed so that the real issue is dealt with. How often have you, as a customer been on the receiving end of an inappropriate response from someone who has read you or the situation incorrectly?  This course introduces a model to enable you to identify appropriate tactics for managing issues with customers and avoiding potential conflict.

Course Objectives

  • Ability to deal with conflict and complaints with sensitivity and maturity 
  • Increased confidence and control when dealing with complaints
  • Turn customer complaints into opportunities for repeat and referral business

Course Outline

  • Common scenarios for customer conflict and complaints
  • Eliminating the causes of conflict and defensive behaviour
  • Dealing with difficult behaviours
  • The right intention: bringing out the best in people
  • The steps for dealing with complaints
  • Useful words and phrases
  • Turning complaints into opportunities
  • Case studies and workplace examples 
Sizzler House, 33 International Airport Road, Ajao Estate, Lagos, Nigeria Sep 07 - 09 Sep, 2015
NGN250,000.00
(Convert Currency)

+1-646-202-8832, +2348033467639, +2348023019508,

Related Courses
Managing Change, People and Process Managing Change, People and Process

3 days, 12 - 14 Apr, 2017 

2017-04-12 12:04:00
Lagos State, Nigeria

TSI Limited

This training course will teach you why change is important and what benefits it offers. You will learn why developing a change vision is important, as well as the steps you can take to develop one. ...

Basel II Operational Risk Techniques Basel II Operational Risk Techniques

3 days, 04 - 06 Oct, 2017 

2017-10-04 12:10:00
Lagos State, Nigeria

TSI Limited

The Basel Committee on Banking Supervision has issued for a package of proposals to strengthen global capital and liquidity regulations with the goal of promoting a more resilient banking ...

Emotional Intelligence in the Workplace Emotional Intelligence in the Workplace

3 days, 24 - 26 Apr, 2017 

2017-04-24 12:04:00
Lagos State, Nigeria

TSI Limited

Our ability to deal effectively with our emotions in the work place is critical to our success as managers and service providers. As the pace of the world increases and our environment makes more and ...

Working Capital and Debtors Management Working Capital and Debtors Management

3 days, 20 - 22 Nov, 2017 

2017-11-20 12:11:00
Lagos State, Nigeria

TSI Limited

Managing debtors / receivables is a key aspect of working capital management. The objective of accounts receivable management is to ascertain the optimum level of trade credit to offer ...