Customer Service, Part II: How to Deal With Escalated Customer Disputes
When managers help customers make choices they feel comfortable with, managers have done more than simply to defuse a conflict. They have increased the likelihood of establishing a loyal, long-term client relationship.
Dr. Andrew Edelman has more than 20 years of experience in conflict management, crisis prevention and juvenile justice. He has helped universities, government and business organizations such as Johnson& Johnson and the United Way. For more information, go to: http://www.drandyedelman.com