Rew Edelman

Rew Edelman
Customer Service, Part II: How to Deal With Escalated Customer Disputes

Customer service disagreements and disputes can escalate into more severe confrontations that require a customer service manager’s intervention. It’s a manager’s responsibility to take care to avoid behavior that could result in negative effects such as litigation or diminished productivity. Below are four key conflict management strategies that can make a significant difference in effectively resolving disagreements and disputes with your customers. 1. Establish a connection. Customer service managers should use language that creates an atmosphere of interest and genuine concern. Avoid negative phrases such as, “What’s the problem?” or language that sends a message of disinterest or disrespect. You’ll find greater success by