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Being able to manage negative social media comments effectively is crucial for maintaining your organisation’s…

The Hidden Costs of Neglecting Conflict Management Training: Why Your Customer Service Team Needs It…

Using Empathy in customer conflict resolution is a powerful tool in resolving customer conflicts. It…

Nothing instils confidence in your staff to manage customer conflict better than live role-play and…

How listening well can resolve customer conflict Have you ever tried to inform someone providing…

In situations of conflict, senses are heightened and your non-verbal communication is under scrutiny. Certain…

This article is focused on the client’s motivation behind angry communications, their impact and how…

Within customer service, emotions often run high. Whether it's frustration over a delayed delivery, disappointment…

Recognise when a call has become unproductive and what to do next

When you know you are right, but the client has a different opinion