Customer Engagement and Conflict Resolution

Course Details

Course Title: Customer Engagement and Conflict Resolution
Course Code: CECR-FB-2503-1.1

Course Accreditation

Accreditation Type: Certificate of Competency

Course Duration

Total Course Hours: 8 hours (1 day)

Course Fee

Total Course Fee: S$180/pax

Funding Available (If Applicable):

  • Training Industry Professionals in Tourism (TIP-iT)
  • NTUC Company Training Committee (CTC) Grant
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Summary

Topics:

    • Techniques for delivering exceptional customer service.
    • Techniques for delivering exceptional customer service.
    • Handling difficult customers and resolving complaints effectively.
    • Recognizing and de-escalating potentially volatile situations.

Security Aspect:

    • Ensures a safe and respectful environment for staff and guests.

Learning Objectives and Learning Units for Customer Engagement and Conflict Resolution

Learning Objectives:

By the end of this course, learners will be able to:

  1. Apply techniques for delivering exceptional customer service that meet or exceed guest expectations.
  2. Handle difficult customers and resolve complaints effectively, maintaining professionalism and ensuring customer satisfaction.
  3. Recognize potentially volatile situations and apply de-escalation strategies to maintain a safe and respectful environment for both staff and guests.

     

    Learning Units:

Unit 1: Techniques for Delivering Exceptional Customer Service

  • Understanding the importance of customer service in hospitality
  • Key principles of exceptional customer service (e.g., attentiveness, empathy, professionalism)
  • Active listening skills for effective communication
  • Tailoring services to meet individual customer needs and preferences
  • Positive language and body language techniques
  • Managing customer expectations and delivering promises
  • Building rapport and long-term customer relationships

Unit 2: Handling Difficult Customers and Resolving Complaints Effectively

  • Identifying common types of difficult customers (e.g., impatient, demanding, upset)
  • Techniques for staying calm and composed when dealing with difficult situations
  • Strategies for addressing customer complaints professionally and promptly
  • The role of empathy in conflict resolution
  • Finding win-win solutions for customers and the organization
  • Escalation protocols: when and how to involve a supervisor or manager
  • Turning negative experiences into positive outcomes (e.g., offering compensations, resolving issues)

Unit 3: Recognizing and De-escalating Potentially Volatile Situations

  • Recognizing early signs of escalating tension or conflict
  • Techniques for staying calm and avoiding confrontation
  • Verbal and non-verbal de-escalation strategies
  • Managing angry or aggressive behavior safely and respectfully
  • Diffusing anger and redirecting negative energy
  • Setting boundaries and maintaining a professional demeanor
  • The role of security personnel in supporting customer engagement and conflict resolution
  • Reporting and documenting incidents of conflict or potential violence