Conflict in life is often unavoidable, but conflict in customer services can damage the productivity and efficiency of your business. The consequence of not addressing these issues could be costly.
Any form of workplace conflict from angry customers, to miserable employees or even annoyed third parties can cause irreparable damage to a company or organisation’s reputation, especially in the social media era where complaints can go viral in seconds. Knowing how conflict situations arise, how to manage them and most importantly how to steer a calm course through them and use them as a learning tool is not only valuable to the company’s reputation but also improves the employee’s enjoyment of their job, which increases productivity and improves business and employment relations.
Our expert trainer can provide you with tried and tested tools, mechanisms and techniques for appropriate and effective management of conflict in a customer services setting.
Understanding human behaviour – why do people get angry? What causes conflict? We will demonstrate how to care for your customers, using empathy to show you understand their feelings and frustrations.
Damage limitation – A storm is brewing… we will demonstrate how to develop mechanisms for diffusing anger early on, and how to offer support and work to solve the customer’s problem effectively.
The storm hits – Learn strategies to help calm the situation and how to manage and understand personal responses and/or reactions of all those involved with the conflict situation
Surviving the storm – Learn how to analyse the conflict so you are resolving not reacting. Never respond to angry comments. Using the correct tone of voice can make sure that the customer doesn’t think you are mocking them
The storm subsides – Damage assessment – learning mechanisms for ensuring that prompt resolution becomes sustained resolution.
After the storm – Learn methodology for review and analysis of the conflict to prevent repetition and/or internal misunderstandings arising regarding the origin of the conflict.
Build healthy relationships with your customers. It is necessary to manage their expectations and put in place steps to avoid arguments, disputes and other forms of conflict.