logo

Managing Customer Issues: Planning, Techniques & Strategies

This course equips you with effective conflict resolution and problem-solving skills to build trust and maintain customer satisfaction.

 Managing Customer Issues: Planning, Techniques & Strategies

Apply Before

June 3, 2025

Next Start Date(s)

Fees

delivery

Classroom & Virtual

duration

2 days

enrolled students

9,999

Managing Customer Issues: Planning, Techniques & Strategies

overview

Course Overview

The Managing Customer Issues Course is designed to help managers and customer service representatives obtain the necessary skills in planning and handling customer complaints. The training would have a mix of hands-on examples, interactive sessions, case studies, and real-world examples. At the end of the training, participants will gain the ability to listen more emphatically to customers, identify signs of escalation and resolve customer issues and complaints.

Learning Outcomes

By the end of the Managing Customer Issues course, participants will be able to:

  • Understand the importance of effectively managing customer issues and the impact on customer satisfaction.
  • Identify different types of customer issues and their root causes.
  • Develop a structured approach to managing customer issues, including setting goals, establishing accountability, and defining KPIs.
  • Utilize effective communication and active listening skills to understand customer concerns and engage them in the issue-resolution process.
  • Apply techniques for identifying, capturing, and prioritizing customer issues.
  • Implement efficient issue-reporting mechanisms and leverage technology tools for streamlined issue management.

Curriculum

Understanding Customer Issues

Developing an Issue Management Framework

Effective Issue Identification and Reporting

Communication and Customer Engagement

Problem-Solving and Decision-Making

De-escalation Techniques and Conflict Resolution

Stakeholder Collaboration and Coordination

Continuous Improvement and Preventive Measures

Case Studies and Best Practices

Action Planning and Implementation

Understanding Customer Issues

Introduction to the importance of effectively managing customer issues

Identifying different types of customer issues and their impact

Analyzing the root causes of customer issues

Recognizing the significance of proactive issue management


Developing an Issue Management Framework

Creating a structured approach to managing customer issues

Setting clear goals and objectives for issue resolution

Establishing accountability and responsibilities within the organization

Defining key performance indicators (KPIs) for measuring success


Effective Issue Identification and Reporting

Techniques for identifying and capturing customer issues

Implementing efficient issue-reporting mechanisms

Prioritizing issues based on severity and impact

Utilizing technology tools for streamlined issue management


Communication and Customer Engagement

Strategies for effective communication with customers about their issues

Active listening and empathy to understand customer concerns

Engaging customers in the issue-resolution process

Building trust and rapport through transparent communication


Problem-Solving and Decision-Making

Applying problem-solving methodologies to address customer issues

Analyzing data and information to identify underlying causes

Generating and evaluating potential solutions

Making informed decisions that align with organizational goals


De-escalation Techniques and Conflict Resolution

Recognizing signs of customer frustration and escalating emotions

Applying de-escalation strategies to diffuse tense situations

Conflict resolution techniques for managing challenging interactions

Balancing customer satisfaction with organizational limitations


Stakeholder Collaboration and Coordination

Engaging relevant stakeholders in issue-resolution efforts

Coordinating cross-functional teams to address complex issues

Effective collaboration with internal departments and external partner

Leveraging collective expertise for comprehensive solutions


Continuous Improvement and Preventive Measures

Using customer feedback to drive continuous improvement

Identifying trends and patterns in customer issues

Implementing preventive measures to minimize future issues

Establishing feedback loops for ongoing issue management


Case Studies and Best Practices

Examining real-world case studies of successful issue management

Learning from industry best practices and success stories

Analyzing lessons learned and applying them to practical scenarios

Extracting insights for enhancing future issue management approaches


Action Planning and Implementation

Developing action plans for immediate implementation

Setting milestones and timelines for issue resolution

Monitoring progress and making necessary adjustments

Ensuring sustainability of effective issue management practices

who attends

Right For You

Participants enrolling for this programme will be required to have basic computing skills. Participants who meet the programme requirement should pay the course fee and complete the enrollment form 2 weeks before the programme kick off date.

Requirements:

  • Experienced individuals who manage customer relationship activities in diverse fields
  • Working professionals seeking to change career, job or industry to customer relationship related field
  • Individuals who meets the requirements and intend on starting a career in customer relationship management
  • Mid to senior-level executives in any sector

Prospective applicants who do not meet the programme requirement but want to join the programme should talk to a Career Advisor.

Key Program Features

Training

The Managing Customer Issues: Planning, Techniques & Strategies training approach employs hands-on learning, which imparts the skills required for specific job roles

Internship & Projects

The Managing Customer Issues: Planning, Techniques & Strategies course provides up to 4 months of internship while working on real work projects, which adds expertise and verifiable work references in the resident country.

Career Development

The Managing Customer Issues: Planning, Techniques & Strategies course assists participants in securing a job through the development of a professional profile and job prospecting.

teaching team

Meet Your Facilitator(s)

testimonials

What Participants Said

The P&F Experience

Piston & Fusion Business Academy empowers individuals and businesses to achieve their professional goals through a variety of innovative courses, programs, and career services.

The P&F Experience Video

course schedule

The Schedule For This Course

Piston and Fusion offer the Course as Classroom in Lagos and Virtual Online Class in other states in Nigeria. See dates and fees for classroom and virtual online class.

Classroom

Weekdays

Dates:

10th Jun – 11th Jun, 2025

Days:

Tue & Wed

Time:

8:30am – 4pm

Duration:

2 days

Weekends

Contact Us

Virtual

Weekdays

Dates:

10th Jun – 11th Jun, 2025

Days:

Tue & Wed

Time:

8:30am – 4pm

Duration:

2 days

Weekends

Contact Us

fees

What It Will Cost

Piston and Fusion offer the Course as Classroom in Lagos and Virtual Online Class in other states in Nigeria. See dates and fees for classroom and virtual online class.

STD

₦190,000

STD +

₦240,000

PRO

₦270,000

PRO +

₦320,000

Standard

₦190,000

Virtual Only

Course Materials

PDF

Certificate

PDF

Manual, Cases & Templates

PDF

Mentorship

-

Refreshment

-

Perks

-

-

Additional Services

-

-

apply now

Ready to Join the Course?

This programme is designed for executives tasked with igniting innovation within their organisations, or who seek to create innovative solutions to a major challenge.

How to Apply:

  • Check the website to select a course of choice and fee.
  • Pay the registration fee and tuition to P&F account domiciled at First Bank
  • DETAILS Account Name: Piston & Fusion Ltd Account Number: 2015242578 Bank: First Bank of Nigeria
  • Complete the enrollment form ONLY AFTER PAYMENT
  • CASH PAYMENTS ARE NOT ALLOWED, ALL PAYMENTS MUST BE MADE TO THE COMPANY’S ACCOUNT.

Reserve a slot

Loading...

FAQs

Frequently Asked Questions

Customer conflict involves the disagreement between a customer and a business or its representatives. It arises when customers’ expectations, needs or demands are not met which can lead to customer dissatisfaction or outrage.


Conflict resolution in customer service refers to the process of resolving customer complaints or disputes with your organization or its representatives. It entails actively listening to customer complaints or demands, showing empathy, and providing mutually agreeable solutions.


You can be great at customer conflict resolution by developing the necessary skills required in conflict management through training and experience. Your aim in conflict resolution is to leave the customer with a feeling that they were heard and their problem is going to be solved. Some common conflict resolution skills are:

  • Active Listening
  • Empathy
  • Effective Communication
  • Problem-Solving
  • Negotiation
  • Conflict De-escalation

In the course of doing business, problems would always arise as regards customer complaints and dissatisfaction. The question then is what do you do when you have a customer who is terribly upset with your services? This is where conflict resolution comes in. Conflict resolution helps customer representatives deal with angry customers and provide appropriate solutions.