Managing Customer Conflict In Hospitality

Managing Customer Conflict in Hospitality
£15 +VAT

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.

  • 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
  • On completion, certificate is posted the next day

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


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.

Screenshots (click to view)

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)

Aims of the course

By the end of the course, you will:

  • Understand your rights as an employee in regards to being safe at work.
  • Know the laws surrounding the sale of age-restricted items, including what constitutes a valid form of identification.
  • Understand how alcohol safety can help to limit conflict.
  • Identify the common causes of conflict between staff and customers in retail.
  • Know how to effectively handle a complaint.
  • Have the confidence and skillset to deal with a range of difficult situations.


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.