- August 20, 2021
- Posted by: International Renaissance Centre
- Category: How to Handle Conflict
Conflict may be easily defined as “a state of not being in agreement with someone or something”. Think of when you have a stomach upset, you are actually not in agreement with that state, and that is conflict. So, we don’t have to look at conflict as some very large issues happening somewhere, but anything, however small, which may cause a disagreement with us. In view of customer service, the conflict that may affect a customer may arise internally or externally i.e. disagreements within an organisation may affect the way an employee handles clients and disagreements arising from the clients themselves may also affect the way an employee handles the clients. Whichever way, we must be aware that the business is the ultimate victim of the conflict if it is not handled well.
1.Understand the cause of the conflict
In view of customer service, it is important to understand what the dispute is all about – is it about the product, processes or the people? The more you understand a disagreement, the more equipped you are to overcome it.
2.Keep a cool head
Conflict can escalate very quickly when emotions get activated, even leading to violence. Keep calm, gather your thoughts, and make sure you keep the conflict non-violent. It is not good to respond to disagreements by yelling obscenities, or losing control of bodily fluids (sweating caused by anger). None of these expressions is ideal — as they only promote further conflict. Only children below 10 can do this so as to attract the attention of adults who get in to resolve the disagreement. Never insult the other person. People tend not to agree with someone who insults them. Avoid belittling, sarcasm, sighs, and eye rolls. Think of yourself as a politician trying to win votes. Do you vote for people who insult your intelligence or attack you personally? If you want to stand a chance of converting someone to your side, they need to respect you. Respect is something that’s earned, and you don’t earn it with personal attacks.