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.
By the end of the Managing Customer Issues course, participants will be able to:
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
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:
Prospective applicants who do not meet the programme requirement but want to join the programme should talk to a Career Advisor.
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.
10th Jun – 11th Jun, 2025
Tue & Wed
8:30am – 4pm
2 days
Contact Us
10th Jun – 11th Jun, 2025
Tue & Wed
8:30am – 4pm
2 days
Contact Us
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:
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.
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.
₦190,000
₦240,000
₦270,000
₦320,000
Virtual Only
-
-
-
-
-
-
₦190,000
₦240,000
₦270,000
₦320,000
Virtual Only
3 Months
-
-
-
CV & LinkedIn Profile Development
Exam Application (Only for Certification courses)
₦190,000
₦240,000
₦270,000
₦320,000
Classroom & Virtual
Print & PDF
-
Teabreak & Lunch
Souvenir
Notepad & Pen
-
-
₦190,000
₦240,000
₦270,000
₦320,000
Classroom & Virtual
Print & PDF
Print & PDF
3 Months
Tea Break & Lunch
Souvenir
Notepad & Pen
CV & LinkedIn Profile Development
Exam Application (Only for Certification courses)
Piston & Fusion Business Academy empowers individuals and businesses to achieve their professional goals through a variety of innovative courses, programs, and career services.
This programme is designed for executives tasked with igniting innovation within their organisations, or who seek to create innovative solutions to a major challenge.
We help you decide if this course is a good match for your career. We can also help you plan and develop a career path.
