Graduate Certificate in Conflict Resolution and Customer Service Strategies
Published on June 27, 2025
About this Podcast
HOST: Welcome to our podcast, today I'm excited to have Dr. Jane Smith with us, an expert in conflict resolution and customer service strategies. She's here to talk about a new course she's developed, the Graduate Certificate in Conflict Resolution and Customer Service Strategies. Welcome, Jane! GUEST: Thanks for having me! I'm looking forward to discussing this vital topic. HOST: Could you share your personal experiences that led you to create this course? GUEST: Certainly! I've worked in customer service for over 20 years and have seen how conflicts can escalate if not handled properly. This motivated me to develop a course focusing on conflict resolution and customer service strategies. HOST: That's fascinating. And what current industry trends are most relevant to this course? GUEST: The rise of online businesses and remote work has led to increased virtual interactions, making effective communication and conflict resolution even more critical. HOST: What challenges have you faced in teaching this subject, or that students might encounter in this field? GUEST: Students sometimes struggle with applying theoretical concepts to real-world situations. We address this by using case studies and role-plays to help them practice and gain confidence. HOST: That's a great approach. Looking to the future, where do you see this area or industry heading? GUEST: As businesses continue to globalize, there will be an even greater need for professionals who can effectively manage cross-cultural conflicts and provide exceptional customer service. HOST: Dr. Jane Smith, thank you so much for sharing your insights with us today. The Graduate Certificate in Conflict Resolution and Customer Service Strategies sounds like a game-changer for professionals looking to excel in their customer-facing roles. GUEST: Thank you! It's been a pleasure discussing this important topic with you.
