Course #PPG3131

Converting Conflicts into Customers

Conflict with customers can happen. Yet research shows, how you manage conflict ultimately determines the quality of future relationships you will have with your customers.

Converting Conflict Into Customers is a powerful program created to help distributor personnel manage customer conflicts with new and existing accounts.

This course offers the perfect opportunity to learn how to effectively manage conflicts that occur when distributors are converting new accounts, working through interpersonal conflicts, negotiating contracts, or working to save an existing account that is dissatistied. The more effective you are at resolving conflict—the more likely your business will continue to grow!

Prerequisite

None

Who Should Attend

  • Owners
  • Sales Managers
  • Out Sales Staff
  • Technical Representatives

Course Length

1 day (8 Hours)

Class Size

12 Students Minimum, 24 Students Maximum

Course Objectives

To equip PPG distributors with the knowledge, skills, and tools to assess, manage and resolve conflicts with new and existing collision center and commercial accounts.

Topics Covered

  • Root Cause Analysis: Values, Motivations and Needs
  • Managing Stress and Emotional Awareness During Conflict
  • Using Verbal and Non-Verbal Communication
  • Defusing Conflict Generating Multiple Options
  • Thomas-Kilmann Conflict Resoultion Process
  • Building Mutual Understanding for Resolution
  • Identifying Your Style of Managing Conflict
  • Building Agreement for Long-Term Success
 Download PDF

Choose a Location

This class is not currently scheduled at any BDC. Please check back soon, or contact our Training team at PPGRefinishTraining@ppg.com for more information.