Staff Development Workshop

Improving conflict resolution and call handling techniques 


What client questions will it answer?

  • How can you effectively manage customer and complaints?

  • What can you do to handle common stressful situations?



  • Recap of the role of the contact centre 

  • Your role in CX 

  • Understanding customer expectations 

  • Customer centric call flow model - tone, manner, approach 

  • How to handle some common objectives and stressful situations 

  • How to manage customer and complaints 

  • Good practices for creating more positive lasting impressions 

  • Customers and personas