The document provides guidance on resolving customer conflicts using the GIVE model. It begins by defining conflict and providing customer service statistics. It then introduces the GIVE model which stands for being Gentle, Interested, Validating, and using an Easy manner. The model advises remaining calm, using positive vocabulary, and actively listening to understand the customer's perspective. When applying the model, one should volunteer to help, acknowledge the customer's experience, and suggest solutions in a cooperative manner. The document also includes examples of positive and negative language as well as scenarios to practice applying the guidance.
2. Objective
At the end of the training, you will be able to:
Understand conflict
Implement the GIVE therapy to resolve the conflict
Learn positive wording
Provide suggestions to your team leader to avoid similar incidents
3. What is conflict to you?
According to Collins dictionary - Conflict is a state of opposition between ideas, interests,
etc; disagreement or controversy
4. Important Statistics
61% say this past year’s crisis has raised their customer service standards.
61% say they would switch to a company’s competitor after just one bad
customer service experience.
74% say they will forgive a company for its mistake after receiving
excellent service.
Zendesk Trends report 2022
5. When have you faced a conflict with a
customer?
When did it
happen?
How did you
feel?
How did
you solve
it?
6. Handle the conflict
Step 1: Calm yourself first
Mistakes can happen. Avoid panicking and take 3 deep breaths.
Remember you can only calm a customer only if YOU are calm.
Don’t let the conflict get personal
Step 2: GIVE model
Gentle
Interested
Validate
Easy Manner
Mindful of voice – tone and volume
Open body language
Positive vocabulary
7. Using the GIVE model
Volunteer 1 - Read the sentence aloud using a normal tone
Volunteer 2 - Read the sentence aloud using the GIVE model
“Thank you for informing me about the issue in your food. I will let the chef
know that there was too much salt and less sauce on the steak. Can I offer
you a drink while you wait”
9. Positive Vocabulary examples
Avoid words Positive words
It’s awful you had to face this Thank you for informing me
I did not know about this Allow me to help out
This is not allowed What I can do is
But And
I can only do this I think the best solution is
Why did you not tell me before? Let me help you now
11. Closing the conflict
Once the customer has expressed their concern, use the GIVE model to
calm the customer and convince the best possible solution acceptable by
the restaurant’s SoPs
Ensure the customer AGREES to your recommendation.
Smile and walk away to ensure the customer’s desire is fulfilled
Thank the customer for highlighting the issue once the concern is solved
Make sure you pay extra attention to the customer until they leave.
Most importantly – Do inform your line manager of what transpired to
avoid the same issue again.
12. Scenario
You are carrying a tray of drinks, a super active FIFA game is on, a customer
gets excited and accidentally bumps into you from the side and the drinks
spill on the table you were about to serve.
What do you do?
13. Quiz time!!
It is a busy time at the restaurant, customer is angry because the food is late even
though the customer ordered a few minutes ago. What is your reply?
A. I am so so sorry, let me help you by checking up on the order. Allow me to get back to you.
B. The food is late as it is a busy time, let me get back to you.
C. Thank you for informing me and apologies for the delay. Please allow me to check up on
the order. I will get back to you
D. It is just very busy today. Let me get back to you and hopefully your team will score.
14. Another one …
There are kids running around and you can notice that the parents are not
stopping them. You also notice other customers looking annoyed by them.
Before the customers complain, what do you do? The SoP include providing
the children with coloring paper and crayons
A. Go to the kids - Excuse me, can you please sit down? I will get some coloring
papers and crayons
B. Go to the parents – I hope you are enjoying your time. Can I get something for
you? (once the customer replies) Definitely, I will bring it for you. Meanwhile,
can I also bring some coloring papers and crayons so that they sit and don’t
disturb other customers
C. Wait for the customers to complain
D. Go to the parents – Can you please ask your children to remain seated? I will
bring coloring paper and crayons for them
15. Remember this question
When did it
happen?
How did you
feel?
How did
you solve
it?
How will you
solve it now?
16. References
The Zendesk Customer Experience Trends Report 2022
GIVE is a dialectical behavior therapy model to handle client conflicts
https://behavioraltech.org/teaching-give-skills-part-1/
Editor's Notes
Ask the waiters and runners to initiate conversation. Manage to get 10% of the attendees to answer.
Maximum time limit – 2 mins
Mention the first 2 stats and emphasize if they agree to it if they were customers
The 3rd stat – ask them if they have experienced a customer’s mood change after their issue was dealt in a positive manner
Q1 – Get at least 3 different scenarios that have happened
Q2 – let them express themselves
Q3 – Ask the answer for Q1
Step 1 – Discuss on focusing on the waiter’s mental state. Tell them to be calm while listening to the customer. Emphasize this will have to be done fast. So the waiters/runners take 3 deep breaths while listening to the customer. Multi-tasking is key and keeping an objective mind as well. Do not let the conflict get personal. The complaint took place, dealing with it immediately is key. Solving it is priority.
Step 2 – Read out the GIVE model and discuss each step .
Ask for 2 volunteers – 1 reads normally. Another reads using the GIVE model. Focus on the open body language while maintaining respectable eye contact. If the volunteer doesn’t demonstrate it, make sure I demonstrate it for them
Play the video. If audio is an issue, talk through the video. Ensure you tell them to check their SoPs if there are allowed to compensate with a free drink or dessert at the end.
Discuss this slide again and ask them how would they resolve it now?
