The document outlines a training session on conflict management that includes objectives, an agenda, and techniques for avoiding, reducing, and addressing conflict with customers. It discusses recognizing signs of conflict, calming tense customers, acknowledging feelings, apologizing when appropriate, seeking mutual satisfaction, maintaining a positive attitude, and active listening. Trainees are asked to consider ways the company could help them deliver better customer service.

1. Aftersales Experience
Conflict Management

2. Conflict Management
Session Learning Objectives
Session Agenda
Avoid conflict
Key Learning Points
Recognise and manage the signs of conflict
Reduce Tension
Practice Scenarios
Calm customers down
Address Conflict
Behaviours that resolve conflict
Action Planning

3. Conflict Management
Avoid Conflict
Anticipate
causes of
conflict
Identifying a potential cause of
conflict can enable you to plan a
potential resolution.
Don't aim to
win a conflict
with a
customer;
aim to avoid it
Winning an argument with a
customer may only mean that you
have lost a long-term relationship.
Communicate
bad news
constructively
Offering bad news upfront, in a
constructive manner, can prevent
conflict.
•
•
Don't:
 Interrupt
 Allow emotions to dominate
 Get defensive or argue
 Contradict
 Appear or sound aggressive
 Be condescending or show disrespect
 Address conflict in front of others
 Allow the problem to escalate
•
•
•
Take personal ownership.
Recognise and address common
causes of conflict
Be sensitive to potential issues with
particular individuals
Present a positive, trustworthy image
Practice how to communicate bad
news
Be prepared with solutions or options

4. Conflict Management
Reduce Tension
Express
sincere
interest
You can calm angry customers by
listening to them. Questions, rather
than statements, illustrate your
willingness to listen.
•
•
•
•
•
•
Ask questions
Paraphrase and echo
Give focused attention
Signal agreement
Do not interrupt
Check understanding
Acknowledge
feelings
Tension can be reduced by showing
that you not only listen to the
speaker's point of view,
but also respect and acknowledge
their feelings.
•
•
•
Your tone
Your facial expression
Your body language
Where
appropriate,
apologise
Acknowledging responsibility and
regret is one of the easiest ways to
reduce interpersonal tension.
•
•
Admit responsibility when it is yours
Keep in mind the long-term
consequences for your dealership
Demonstrate your honesty and
integrity.

5. Conflict Management
Reduce Tension
Acknowledge feelings:
A. Ask questions
Examples of
calming questions:
"Can I hear
your point of
view?"
“Can I make sure
that I understand the
situation correctly?
Your car . . .”
B. Echo
"I asked that the car
be ready by 5 p.m."
Customer
“What was your
experience?"
“Ideally, how would
you like the
situation resolved?”
"You asked that the
car be ready by 5 p.m.
and…."
You
C. Paraphrase
“I didn’t expect to have to pay
extra for the air con service. I
was told it would be included."
Customer
"So, you believed that the
air con service was part of
the standard service."
You

6. Conflict Management
Address Conflict
Seek to
achieve
mutual
satisfaction
A ‘Win Win’ outcome is your best
safeguard against losing a valuable
customer.
•
Match the customer's needs and
wants with what you can offer
•
Confirm that the customer is satisfied
with the outcome
Present a
positive,
constructive
attitude
Demonstrate a genuine interest in
solving the problem to the
customer's satisfaction.
•
•
•
•
Respond promptly
Actively listen
Smile, be attentive, nod your head
Use positive sounding language
Listen to the
customer’s
intended
message
The fastest way to disarm an angry
person is to listen to them.
•
•
•
Watch for non-verbal clues
Be sensitive to tone
Check understanding: paraphrase,
echo, ask questions
Show your intention to address their
concern by making notes
•

7. Conflict Management
Address Conflict
Examples of positive sounding language:
"Let's see how we
can solve this
problem."
"There must be a
solution, we just need
to find it."
"We need to
ensure that you
leave here happy.”

8. Conflict Management
Avoid conflict
Address Conflict
Recognise and manage the signs of conflict
Behaviours that resolve conflict
Anticipate causes of conflict
Don't aim to win a conflict with a
customer; aim to avoid it
Prepare to communicate bad news
constructively
Reduce Tension
Calm customers down
Express sincere interest in understanding
Acknowledge feelings
Where appropriate, apologise
Seek to achieve mutual satisfaction
Present a positive, constructive
attitude
Listen to the customer’s intended
message

9. Please consider this question:
What suggestions do you have for how Jardine could
make your life easier to give you the time and space to
deliver great customer service?
We will ask for your answers at the end of your next
Aftersales Experience course.