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12 Conflict Resolution Tips for Excellent Customer Service

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12 Conflict Resolution Tips for Excellent Customer Service

  1. 1. 12 Conflict Resolution Tips for Excellent Customer Service
  2. 2. In business and in life, conflict is inevitable. The key to success is learning how to effectively handle conflict. If you don’t adequately address and resolve issues as they arise, they can negatively impact customer retention, loyalty and brand reputation. Most conflicts can be resolved in their earliest stages. Here are 12 conflict resolution tips for achieving excellent customer service. These tips will help businesses to quickly resolve conflicts before they interfere with customer relationships.
  3. 3. #1 Allow customers to talk Allow angry customers to talk and express their feelings until they release their frustration and calm down.
  4. 4. #2 Show you care Employ empathy to show you understand the customer’s feelings and frustrations.
  5. 5. #3 Use the correct tone Don’t smile, laugh or mock upset customers. Convey empathy with a soft tone.
  6. 6. #4 Be neutral Do not offer your opinion, agree or disagree with customers. Offer empathic support and work to solve their problems effectively.
  7. 7. #5 Don’t react Never respond to angry comments. Allow the customer to voice their opinion and interject with helpful redirection when appropriate.
  8. 8. #6 Focus When a customer begins to go off on a tangent, redirect the conversation back to the important issues and focus their attention on constructive solutions.
  9. 9. #7 Use verbal softeners Use words like “likely,” “typically,” “perhaps,” “sometime,” “possibly” and “occasionally” with customers who might not respond well to categorical words like “always” or “never.”
  10. 10. #8 Make angry conversations private Avoid talking with angry customers within earshot of employees or other customers.
  11. 11. #9 Agree Find something to agree with the customer about. An agreement will result in collaboration and cooperation.
  12. 12. #10 Use silences When customers talk, listen and wait for a silence. After your customer has stopped talking, summarize their main point and work together on a solution.
  13. 13. #11 Use timeouts If customers are frustrated, annoyed or not capable of engaging in a productive conversation, allow them the opportunity to think by themselves for short periods of time. After a pause, address their concerns effectively.
  14. 14. #12 Set limits When customers refuse to act constructively and alternative methods have been exhausted, set limits and end the interaction. To build healthier businesses, it is important to manage customer expectations and take the necessary steps to avoid arguments, disputes and other forms of conflict.
  15. 15. REQUEST DEMO While conflict is inevitable, having poor call center software is not. Talkdesk has helped thousands of companies improve brand loyalty and customer satisfaction. Receive your demo to see why managers and agents love using Talkdesk. www.talkdesk.com/request-demo

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