Course Description

Module 6 “Managing Conflict in a Non-Confrontational Manner”

In this module students will:

  • Uncover the secret word to remove when correcting or guiding customers so they work towards your ideas instead of away from them. (Bonus: this technique works whether it is your customer, boss or colleague).
  • Learn a 3 step process to “getting to resolutions”.
  • Discover eloquent language for dealing with even the most inflexible or persistent customer.



Customer Service Expert

Elaine Allison

Elaine Allison is a customer service expert with a proven track record of delivering transformational customer service training programs to organizations around the world. She is currently President of Positive Presentations Plus Inc. and best-selling author of The Velvet Hammer - PowHERful Leadership Lessons for Women Who Don't Golf. As a Certified Speaking Professional (CSP), Elaine speaks at conferences and events about the power of reputation management. After taking Elaine's programs, organizations see dramatic improvements in their Key Performance Indicators (KPI's) and many go on to win customer service awards that are recognized globally in their industries. Employees feel empowered to make a difference to their customers the very next day!

Course curriculum

  • 1

    How to Use This Course

    • How To Use This Course
  • 2

    Managing Conflict

    • Needs/Key Learning's Handout

    • Handout

    • Video

    • Quiz

    • Key Learning's

    • FAQ (placeholder)

    • Rules for Discussion Forum