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Conflict Resolution and De-Escalation for Upset Customers

Applying proper conflict resolution skills to de-escalate tense situations with upset clients and customers.
4.8
4.8/5
(11 reviews)
134 students
Created by Vasco Patrício

9.0

CourseMarks Score®

9.8

Freshness

9.1

Feedback

7.4

Content

Platform: Udemy
Price: $11.99
Video: 1h 23m
Language: English
Next start: On Demand

Top Customer Service courses:

Detailed Analysis

CourseMarks Score®

9.0 / 10

CourseMarks Score® helps students to find the best classes. We aggregate 18 factors, including freshness, student feedback and content diversity.

Freshness Score

9.8 / 10
This course was last updated on 2/2021.

Course content can become outdated quite quickly. After analysing 71,530 courses, we found that the highest rated courses are updated every year. If a course has not been updated for more than 2 years, you should carefully evaluate the course before enrolling.

Student Feedback

9.1 / 10
We analyzed factors such as the rating (4.8/5) and the ratio between the number of reviews and the number of students, which is a great signal of student commitment.

New courses are hard to evaluate because there are no or just a few student ratings, but Student Feedback Score helps you find great courses even with fewer reviews.

Content Score

7.4 / 10
Video Score: 7.8 / 10
The course includes 1h 23m video content. Courses with more videos usually have a higher average rating. We have found that the sweet spot is 16 hours of video, which is long enough to teach a topic comprehensively, but not overwhelming. Courses over 16 hours of video gets the maximum score.
The average video length is 1 hours 39 minutes of 113 Customer Service courses on Udemy.
Detail Score: 8.9 / 10

The top online course contains a detailed description of the course, what you will learn and also a detailed description about the instructor.

Extra Content Score: 5.5 / 10

Tests, exercises, articles and other resources help students to better understand and deepen their understanding of the topic.

This course contains:

0 article.
0 resource.
0 exercise.
0 test.

Table of contents

Description

It’s a rule that everyone has conflicts. Bigger or smaller, these are always present. it may be with co-workers, clients, friends, and more. Conflicts are much more present than we think, and conflict resolution is an essential social skill in the world of today – both in a personal and professional context.
Especially when you deal with clients, conflict resolution becomes even more important. You must be able to properly navigate both internally and interface with the customer, who may be upset, angry, or making unreasonable demands.
I’ve been coaching top executives and professionals for over 5 years, helping with conflict resolution in many different contexts:
– Customer Success and Customer Service representatives calming down angry consumer product customers;
– Client Relations and Investor Relations representatives looking to negotiate with agitated and angry investors and shareholders;
– Executives looking to calm down key stakeholders and other executives that want to derail their plans;
– And many others in corporate life (dealing with conflicts among teams, with managers, etc).
This short course will walk you through some core techniques for conflict resolution, including showing respect and empathy, analyzing the person’s rules, detecting whether the person goes violent or silent, and many others. We’ll also specifically look at how to apply these to calm down angry or upset customers.
The course has three major components:
– Diagnostic (how to assess what type of conflict you have on your hands, and what rules were broken that led to it);
– Techniques (techniques to use to de-escalate the situation including empathy, understanding, respect, guiding towards implementation, and others);
– Traps (traps to avoid that can escalate the situation or cause a misalignment of expectations later);
Not only is it a conflict resolution course, and a customer service/customer success course, it’s also, in many ways a social skills course in general, which means you will be able to transplant many of these techniques from this context to other areas of life (relationships, family, friends, and others).

Requirements

• Have basic social skills

You will learn

✓ Learning to de-escalate and resolve conflicts
✓ Learning to calm down upset customers
✓ Finding the productive side of every conflict

This course is for

• Anybody dealing with customers (high- or low-value, high- or low-touch)
• Anybody in Customer Success or Customer Service
• Anybody in Client Relations or Investor Relations

How much does the Conflict Resolution and De-Escalation for Upset Customers course cost? Is it worth it?

The course costs $11.99. And currently there is a 82% discount on the original price of the course, which was $64.99. So you save $53 if you enroll the course now.
The average price is $13.2 of 113 Customer Service courses. So this course is 9% cheaper than the average Customer Service course on Udemy.

Does the Conflict Resolution and De-Escalation for Upset Customers course have a money back guarantee or refund policy?

YES, Conflict Resolution and De-Escalation for Upset Customers has a 30-day money back guarantee. The 30-day refund policy is designed to allow students to study without risk.

Are there any SCHOLARSHIPS for this course?

Currently we could not find a scholarship for the Conflict Resolution and De-Escalation for Upset Customers course, but there is a $53 discount from the original price ($64.99). So the current price is just $11.99.

Who is the instructor? Is Vasco Patrício a SCAM or a TRUSTED instructor?

Vasco Patrício has created 21 courses that got 725 reviews which are generally positive. Vasco Patrício has taught 109,805 students and received a 4.3 average review out of 725 reviews. Depending on the information available, Vasco Patrício is a TRUSTED instructor.

More info about the instructor, Vasco Patrício

The Executive Kingmaker (MIT-Backed Entrepreneur & Coach)
I have what could be considered an unconventional background as a coach. I don’t come from psychology or medicine. In fact, I come from tech. I created two tech startups that reached million-dollar valuations, backed by the MIT-Portugal IEI startup accelerator, afterwards becoming its Intelligence Lead.After years of coaching and mentoring startup founders on talent management, emotional management, influence and persuasion, among other topics, I started being requested by executives and investors, like venture capitalists, with more complex, large-scale problems.After years of doing executive work, I started specializing in coaching asset management professionals. With the signing of my first fund manager/CIO clients, I started adapting my performance and influence techniques for purposes such as talent management for PMs and analysts, fundraising from allocators, effective leading a team, and properly assessing talent for compensation/promotion/allocation increases.I currently provide performance coaching and influence/persuasion coaching for executives and asset management professionals, mostly but not limited to purposes like managing people, leading and closing sales/capital commitments.

9.0

CourseMarks Score®

9.8

Freshness

9.1

Feedback

7.4

Content

Platform: Udemy
Price: $11.99
Video: 1h 23m
Language: English
Next start: On Demand

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