Managing Customer Conflict In Hospitality

CPD Approved IoH Approved
Managing Customer Conflict in Hospitality
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For teams
  • 100% online training

  • Start when you like

  • Learn on any device (desktop, mobile or tablet)

  • Instant assessment and result

  • Train teams of all sizes

  • Bulk discounts starting at 10% off 10 courses

  • Learn on any device (desktop, mobile or tablet)

£15 +VAT

include vat

Includes a 10% discount for 10+ courses

This Managing Customer Conflict in Hospitality course will help those working in hospitality deal with conflicts that can arise with customers. The hospitality industry is fast-paced and an often pressurised environment where conflict can easily occur. This course will teach you how to limit conflict, or even avoid it altogether, and help you stay safe at work.

There are many different factors that can cause a conflict. This course will examine the common causes of conflicts between customers and staff, and provide advice on what to do and what not to do when faced with a customer complaint. It also covers the role that alcohol can play in conflicts and includes information on steps to take to reduce conflict when a customer is intoxicated. By the end of this course, you will feel secure in your knowledge and understanding of what can cause a conflict with a customer and confident in dealing with any situation that may come your way. Once learnt, these skills can be applied to any future role you may have.

This course was last audited on: 13th March 2023
  • Developed by hospitality industry experts
  • Accredited by CPD
  • Endorsed by the Institute of Hospitality
  • Fully online course and assessment with no time limits
  • Full audio voiceover
  • Approximate duration: 1 hour
  • Same day digital certificate. Printed certificate posted the next working day

Aims of the course

By the end of the course, you will:How to recognise the common points of conflict between staff and customers, and understand the importance of effective communication in resolving them.

  • How to recognise the common points of conflict between staff and customers, and understand the importance of effective communication in resolving them.
  • How to handle and deal effectively with customer complaints.
  • How alcohol can impact on conflict with customers and how to limit this whilst adhering to the laws regarding alcohol consumption.
  • Your rights as an employee with regards to being safe at work.


CPD Approved
IoH Approved

All of our courses are accredited by the CPD Certification Service as conforming to universally accepted Continuing Professional Development (CPD) guidelines.

Additionally, this course is endorsed by the Institute of Hospitality as providing independently-evaluated, quality content that teaches good practice standards.

On successful completion of the course you will be sent a quality assured certificate through the post the next working day. This can be used to provide evidence for compliance and audit. 

This course does not have an expiry date.

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Course content

1Managing Customer Conflict in Hospitality

Delivering effective communication, customer complaints, COVID restrictions, handling customer complaints, alcohol safety, employee rights.

 Download Course Overview (PDF)


The online assessment is taken on completion of the training material. You will be asked 5 multiple choice questions with a pass mark of 80%. The answers are marked automatically so you will instantly know whether you have passed. If you don’t pass, don't worry! You can take the test as many times as you need with no extra charge.

Who should take this course?

This Managing Customer Conflict in Hospitality course is suitable for anyone who works in the hospitality industry. It can be taken by those with vast experience and by those new to working in hospitality, or who are returning to work after furlough. This certified online training is ideal for people working in positions such as, but not limited to:

  • Waitress/Waiter
  • Bartender
  • Café worker
  • Hotel receptionist
  • Restaurant manager

Course reviews

How do our courses work?

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Purchase and payment

Add your chosen course to your basket. Once you’ve added all the courses you need, follow our step-by-step checkout process where you can purchase using Debit or Credit card.

For companies ordering 5 or more courses, you’ll also be given the option to pay by invoice.

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Course access

Once you’ve completed your purchase, look out for an email containing the details you’ll need to start your training. 

If you’ve purchased a single course, we’ll send you a unique course code. You can use this to add your training to an existing account, or create a brand new one. 

Purchased multiple courses for training your team? We’ll email you all the login details you need to distribute to your staff.

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If your delivery address is in the UK, we will send a hard copy of your certificate to your UK postal address once you’ve completed your course. Although we try to deliver your certificates as soon as possible, please allow 3-4 working days for delivery.

Don’t want to wait? You can instantly download your digital certificate as a PDF after course completion.

Additionally, please note that if your company is paying by invoice we can only issue certificates after your order has been fully paid.

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Continued support

Our friendly customer support team is happy to help at any stage of your training. Call us on 0333 006 7000 or contact, and we’ll do our best to answer any questions you may have. 

Additionally, have you seen our help page? It’s full of useful information to help guide you through your training experience.