On behalf of the management of WesTrac, I would like to thank you and your team for the valuable assistance given to us in determining the content and facilitating the cultural integration sessions that took place as a result of a new business acquisition. We have had a lot of positive feedback from both the management of WesTrac and the newly acquired employees
Key Learning Outcomes
Our training workshops empower you to manage challenging customer interactions effectively by teaching you how to:
- Resolve conflicts and handle dissatisfied customers calmly and confidently—defusing situations before they intensify.
- Communicate clearly and professionally by using techniques to deflect anger and keep conversations on track.
- Manage your time and resolve issues efficiently so you can focus on priority tasks without unnecessary interruptions.
- Respond with empathy instead of reacting emotionally to create positive interactions and help customers feel heard.
- Become an approachable and decisive leader who excels at cultivating a respectful and cooperative environment.
Course Description
From office jobs to fieldwork, conflicts can arise in any setting. Anyone working in customer support-or any role involving interaction with people-knows that handling conflict is an inevitable part of the job. That’s why PrefTrain offers customer conflict resolution training.
By taking part in this course, you’ll gain skills in conflict resolution and phone de-escalation techniques to handle issues confidently. We make learning accessible, offering online learning platforms to give you the tools you need to grow personally and professionally.
Tackle Conflicts with Confidence and Ease
Is your goal learning how to deal with aggressive people? Want to master critical conversations?
With our customer conflict resolution training, you’ll learn all that and more. Our experienced and qualified experts teach you how to defuse conflict in its infancy and critique “tears” and “threats” during customer interactions or conflict situations.
By the end of our dealing with difficult customers course, you’ll be able to de-escalate any situation with confidence and professionalism. Learn how to respond to angry customers rather than react, and recognise and avoid vocabulary that only adds fuel to the fire.
Learn anger management in customer service so you can communicate with detached empathy to encourage calm and figure out the best way to tackle angry calls and emails from customers.
PrefTrain offers online training, so you can learn at your own pace, or if you prefer, join in our interactive live workshops. Hybrid options are also available to help you get the most out of your training experience.
By the end of our courses, you’ll embrace the reality that no workplace is perfect and thrive in your role with clear action plans to take charge of what you can control.
What are the Perks of Learning Conflict Resolution?
There are plenty of reasons to join our training in handling angry customers. Whether you want to become more effective in your role or simply want to change and improve the way you communicate, the benefits are endless.
- Take Control of Your Time The ability to resolve conflicts quickly reduces disruptions and keeps tasks on track. Managing time effectively means you and your team can focus on priorities instead of getting bogged down by ongoing issues.
- Speak Clearly and Connect Effortlessly Improve how you communicate with proven psychological tools. Instead of confronting anger head-on, learn to deflect it and keep follow-up aggravation at bay. Gain the skills necessary to handle difficult customers and use interruption techniques to structure thought and guide conversations effectively.
- Learn How to Take Charge By mastering conflict resolution, you’ll become a capable leader who can manage and resolve disputes calmly and fairly. Doing so will foster a positive environment at work where your team members feel heard and valued. Plus, this will make you appear approachable and decisive-boosting mutual respect and harmony at work.
Ready to tackle the challenge of managing conflict at work? Enrol in our customer conflict resolution training today. And while you’re at it, why not explore other key areas for growth?
Preferred Training Networks (PrefTrain) offers training in change management which pairs perfectly with our resilience training course, so you can build a strong and capable team. Contact us to get started.
Australia-wide training courses and workshops
At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our Customer Conflict Resolution Training is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.
With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from Customer Conflict Resolution Training and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.
Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.