Free Virtual Customer Service + Conflict Management Training
June 15, 9:30 to 11:30 a.m. + June 22, 2 to 4 p.m.
Glacier Country Tourism has partnered with the University of Montana AccelerateMT program to develop a robust training based on what businesses and employees are facing in a COVID-19/post-COVID-19 world. The courses are free, interactive and open to the public.
The virtual Customer Service + Conflict Management course discusses the essentials of delivering quality customer service and how employees play a major role in a successful tourist experience. Participants should develop a basic understanding of the difference between customer service and creating memorable customer experiences.
If conflict arises, it’s essential to have knowledge on managing it. Conflict needs not be destructive and, in fact, can be constructive. During the second half of the workshop participants will develop supportive-communication skills for preventing destructive conflicts, de-escalating conflicts, and constructively managing conflicts in the workplace. Participants will explore a range of conflict styles and approaches for working in various contexts.
Upon Completion of the Workshop, Participants will:
+ Develop an understanding of the differences between customer service and customer experiences.
+ Use constructive customer service and communication techniques to create memorable experiences.
+ Manage conflicts by analyzing conflict elements and the underlying goals of conflict parties.
+ Reframe conflicts to bring about a supportive climate.
+ Apply supportive-communication techniques to de-escalate conflicts.