This document discusses customer service and conflict resolution. It defines quality customer service as having three rings of perceived value: the basic product, support of the product, and enhanced service that exceeds expectations. The motto is to astound customers with exceptional service. Conflict is defined as opposing thoughts, actions, or feelings. Common causes of conflict include tone of voice, gossip, unresolved differences, and miscommunication. The recommended process for resolving conflict is LEAP: listen to understand, empathize, ask questions for clarification, paraphrase to ensure understanding, and seek a win-win solution.

1. Overview of
Customer Service

2. What is quality customer service?

3. Three Rings of Perceived Value

4. Ring One
Basic Product
YOU

5. Ring Two
Support of the
Basic Product

6. Ring Three
Enhanced Service
The WOW!!!
Using thru Name
Follow-up

7. Motto
It is not enough to merely satisfy
your customer. You must astound
them with service that exceeds their
expectations.

8. WHAT’S YOUR DEFINITION OF
CONFLICT?
Opposing thoughts,
Actions,
or
Feelings

9. DIFFERENCES (Creative)
DISCORD Begin to lose sight of goal
Starts to focus on individual
DISPUTE Issue of forgotten
The “other” person is wrong

10. Causes of Conflict
1. Tone of voice/Body Language
2. Gossip
3. Unresolved differences
4. Miscommunication

11. How to Resolve Conflict
Use the LEAP Process
Listen “Listen to Understand, Not to be Understood”
Empathize “I can imagine why you might be feeling that way.”
Ask???? To get clarification to determine if there is some
underlying motive for the conflict?
Paraphrase To get full understanding and to ensure person that
you were truly listening
SEEK A WIN-WIN Solution