The customer is always right - right? Sometimes there are occasions when the customer is not entirely right, or when their behaviour in making a complaint is such that they need to be appropriately managed so that the real issue is dealt with. How often have you, as a customer been on the receiving end of an inappropriate response from someone who has read you or the situation incorrectly? This course introduces a model to enable you to identify appropriate tactics for managing issues with customers and avoiding potential conflict. At the end of this session, participants will be able to deal with conflict and complaints with sensitivity and maturity; demonstrate confidence and control when dealing with complaints; turn customer complaints into opportunities for repeat and referral business..