Handling Conflict In Written Communication: Part 2

In customer service, written communication carries more weight than many realise. When a customer is upset, the way you respond can either calm the situation or unintentionally make it worse. Unlike a phone call, you cannot rely on voice or facial expressions to soften your words, so your message must do all the work. This module will show you how to handle conflict with empathy, clarity and professionalism. You will learn how to spot tension early, adjust your tone appropriately, and reframe challenging messages to keep conversations on track and relationships intact.