Customer Service - Conflict Resolution
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Customer Service - Conflict Resolution

An introductory course about the definition and types of conflict and the importance of communication in resolving it.
3.9 (5 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
288 students enrolled
Last updated 3/2015
English
Current price: $10 Original price: $50 Discount: 80% off
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Includes:
  • 43 mins on-demand video
  • 1 min on-demand audio
  • 7 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Understanding what conflict is all about
  • Identify the different types of conflict
  • Learn how to resolve conflicts
  • Understanding the role of communication in conflicts
  • Learning the impact of conflicts towards customers, co-workers and employers
View Curriculum
Requirements
  • Basic understanding of the business industry
  • Knowledge of the English language
  • Completed the Custer Service Foundation course
Description

Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics.

There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services.

The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program.

First part is the The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service. You must complete this level as a pre-requisite for sitting the Customer Service Intermediate Exam.

Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order):

·Communication Strategies

·Contact Centers

·Making Decision and Assertiveness

·Delivering presentations and Public Speaking

·Conflict Resolution

·Customer Relationship Management

·Sales

·Retail

From the eight Customer service Intermediate programs that are available, you will select a minimum of five programs in order to be eligible to sit the Intermediate Exam and progress to the Expert program, each Intermediate program will earn you 3 points toward your Customer Service Expert Certificate (minimum 17 points entry requirement). There is an examined component at this level. The exam consists of 50 multiple choice questions, related to the subjects you have chosen.

The next and final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills.

Once you've completed the course, email our exam department at exams@artofservice.com.au to purchase your exam voucher and sit your final exam.

Who is the target audience?
  • Anyone looking to gain an understanding of Conflict Resolution for Customer Service and its practical application in the business environment.
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Curriculum For This Course
25 Lectures
01:19:05
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Introduction
1 Lecture 01:49
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What is Conflict?
4 Lectures 05:08

This lecture will discuss the definition of conflict.

Preview 00:45

This lecture will talk about functional and dysfunctional conflicts and the different levels of conflict.

Preview 02:15

This lecture will discuss the attitude, persuasion, perceptions, and assumptions of conflicts.

Preview 02:08

Quiz One
2 questions

This PDF file contains Section 2 of this course. You can download the course reading at the end of this course.

Reading Assignment 1
4 pages
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Types of Conflict
4 Lectures 04:15

This lecture will talk about the different styles of conflict resolution.

Preview 01:25

This lecture will explain both the intra and inter-organizational conflicts and the intra and inter-group conflicts.

Preview 01:20

This lecture will discuss intrapersonal and interpersonal conflicts and explain the differences between task, relationship, and process.

Preview 01:30

Quiz Two
2 questions

This PDF file contains Section 3 of this course. You can download the course reading at the end of this course.

Reading Assignment 2
9 pages
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Resolving Conflict
4 Lectures 10:01

This lecture will identify responses to conflict.

Responses to Conflict
03:23

This lecture will discuss ways to resolve conflicts, namely dealing with conflicts, negotiating skills, and isolating facts.

Ways to Deal with Conflict, Negotiating Skills and Isolating the Facts
03:59

This lecture will discuss ways to resolve conflicts, namely listening more, trying to empathize with the person, and not being defensive.

Listening More, Trying to Emphathize with the Person and Don't be Defensive
02:39

Quiz Three
2 questions

This PDF file contains Section 4 of this course. You can download the course reading at the end of this course.

Reading Assignment 3
2 pages
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Communication
3 Lectures 09:19

This lecture will identify the definition of one-way and two-way communication.

One-way and Two-way Communication
02:01

This lecture will talk about the barriers to communication.

Barriers to Communication
03:33

This lecture will discuss the process for handling conflict, building relationships, and conflict resolution.

Process for Handling Conflict, Building Relationships and Conflict Resolution
03:45

Quiz Four
2 questions
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Impact of Conflict
3 Lectures 10:48

This lecture will talk about the impact of conflict on customers and co-workers.

Customers and Co-workers
04:05

This lecture will talk about the impact of conflict on employers.

Employers
02:55

This lecture will discuss conflict in organizations and the desired outcomes of conflict.

Conflict in Organizations and Desired Outcomes of Conflict
03:48

Quiz Five
2 questions
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Course Resources
2 Lectures 00:00

This e book contains the section of Conflict Resolution of the Customer Service Intermediate course in a PDF format.

Conflict Resolution Course Reading
15 pages

This PDF file contains all the answers to all the quizzes in each section of this course.

Quiz Answer Sheet
3 pages
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Certification
4 Lectures 02:45
Exam and Evaluation Information
01:18

The Customer Service Intermediate Program is made up of 8 courses. For you to be eligable to sit in the official Certification exam, you need to complete 5 courses of the 8 courses to qualify to sit the Customer Service Intermediate exam and continue along the Customer Service Pathway.

All 8 Intermediate topics inlcude (in no particular order):

·Communication Strategies

·Contact Centers

·Making Decision and Assertiveness

·Delivering presentations and Public Speaking

·Conflict Resolution

·Customer Relationship Management

·Sales

·Retail

Once you've completed the 5 courses, email our exam department at exams@artofservice.com.au to purchase your exam voucher and sit your final exam. Access includes the complete Customer Service Intermediate Certification Book (which includes all 8 courses), a step-by-step procedure on how to take the final exam and how to obtain your exam certification.

We suggest that you read the complete Customer Service Intermediate Certification Book before you take the exams so that you may be able to review that chapters you did not select.

You will receive a PDF certificate through your email upon passing the examination.

Final Exam
1 page

We are always in the process of improving our courses and procedures for a better learning experience for our students. Your input is very important to us.


Follow the step-by-step procedure on taking the evaluation and receiving your certificate of completion.

Evaluation Form
1 page

A final message from our CEO.

Conclusion - Final Lecture
01:27
About the Instructor
The Art Of Service
3.5 Average rating
443 Reviews
5,083 Students
57 Courses
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