Methods for Conflict Resolution

Methods for Conflict Resolution

The goal of collaboration in customer service is to fully explore the needs of the customer and to work together to identify mutually agreeable solutions and outcomes. A collective approach to problem-solving often includes inviting additional collaborators into the situation to ensure that problems are resolved quickly and leave a positive impression.

The term 'assertive' is often met with negative connotations. However, it is an important communication style in which the speaker is direct, respectful, and honest. An assertive speaker in a customer service context is mindful of their own goals while demonstrating an awareness of how their message will land for the person they are trying to support.

The importance of active listening cannot be overstated. As you've learned before, active listening is a customer service skill that is characterized by fully focusing, understanding, and responding to the other party with the goal of comprehending their message. It has the potential to end cyclical arguing and embrace mutual understanding.

Assertive Communication

Collaboration

Active Listening

Active Listening Skills

1. Paraphrasing the customer's statements to show you've understood their feelings. "I hear you when you say..." can be a useful opening.
2. Looking for non-verbal signs that might contradict what they are saying such as arms crossed or slumped shoulders.
3. Use your own body language, such as nodding your head to show your interest and to demonstrate your focus.

Assertiveness Tools

1. Clear and direct expression of thoughts and feelings in a straightforward and unambiguous manner. "My goal is to help you resolve this problem. Here are the action items I plan to take..."
2. Respectful tone that communicates with confidence while maintaining a professional and de-escalating approach. This helps customers feel that their concerns are being competently addressed.

Collaboration Tools

1. Teamwork and synergy combine diverse perspectives to identify resolutions that might not be apparent from an individual standpoint.
2. Identify shared goals that unite the customer and the employee. A resolved conflict is mutually beneficial. Try to shift the focus from individual interests to the overall success of all parties involved.