7 Conflict Resolution Tips for Excellent Customer Service
by Hellopeter.com on Mar 14, 2016
  1. Allow customers to talk: Allow angry customers to talk and express their feelings until they release their frustration and calm down. Customers need you to listen to them.
  2. Show you care: Use empathy statements to show you understand the customer's feelings or frustrations.
  3. Use the correct tone: Don't smile, laugh or mock upset customers. Convey empathy with a soft tone.
  4. Be neutral: Do not offer your opinion, agree or disagree with customers. Offer empathetic support work to solve their problems effectively.
  5. Don't react: Never respond to angry comments. Allow the customer to voice their opinion and interject with helpful redirection when appropriate.
  6. Focus: When a customer is tangential, redirect the conversation back to the important issues and focus his attention on constructive solutions.
  7. Use verbal softeners: Use words like "likely", "typically", "perhaps", "sometime", "possibly" or "occasionally" with customers who might not respond well to categorical words like "always" or "never".

 Sources: Huffingtonpost.com, Hellopeter.com, Talkdesk.com



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