Conflict Resolution and De-escalation Techniques - Supervise Customer Service | Lecture Notes - YNetStudyHub
Supervise Customer Service

Conflict Resolution and De-escalation Techniques

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Learning how to effectively manage customer conflicts, diffuse challenging situations, and de-escalate tensions to maintain positive customer relationships.

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Unit Syllabus 10 Topics
1
Importance of Customer Service Supervision
Role of a Customer Service Supervisor
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Setting Customer Service Standards
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Monitoring and Evaluating Customer Service Performance
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Providing Feedback and Coaching
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Conflict Resolution and De-escalation Techniques
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Implementing Training and Development Programs
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Handling Difficult Customers
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Team Building and Motivation
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Continuous Improvement in Customer Service
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Unit Resources
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