In business, conflict is inevitable. However, if mismanaged or ignored, conflict can become bad for business. If you don’t adequately address and resolve conflict with customers, it can negatively impact customer retention, loyalty and brand awareness. So, how do you handle angry and confrontational customers? Well, by following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer's situation, you can usually defuse tense situations. By completing this course, you will know how to effectively manage difficult customer situations. This course has been approved for 1 hour of PDU credit from PMI (Project Management Institute).