Pollack Peacebuilding Systems provides conflict resolution training and de-escalation skills training for customer service agents. The training workshop is a dynamic, interactive event, specifically geared toward companies or agencies whose representatives deal with live or virtual customers, especially in industries where situations can lead to intensified or emotionally driven conflicts.
Customer Conflict Resolution Training involves:
Customers find themselves in disputes with agencies and companies about seemingly practical issues, but are often deeply emotionally triggered; core needs, feelings, and interests can be at play and foster more intense conflicts and unmovable positions. On the other side, many customer service or agency representatives have not been given the proper tools to handle these problems. Further, they are often working from scripts, which is typically obvious to the consumer. And while many customer service reps are highly trained and scripts are well written to address the customer’s needs, some disputes simply cannot be handled via pre-scripted responses or standard customer service training. Plus, as customers’ emotions rise, sometimes customer service representatives get emotionally triggered as well; they are also people with their own needs and feelings, and when triggered, agents may not be able to intelligently respond to a customer in a way that adequately represents the company’s policies and values.
These conflicts are almost never personal, but customers take them personally, and customer service agents may also feel personally attacked. This is the setting for escalated disputes and subsequent potential for legal and public relations problems that go well beyond the initial problem, which should have and could have been resolved in a much calmer and more benign manner.
The cost of better de-escalation and conflict resolution training for customer service is incredibly lower than the potential lawsuits, stock drops, and public relation fiascoes that result from poorly handled disputes. At PPS, we are passionate about improving the customer experience as well as increasing companies’ and agencies’ public perception and perceived value. We keep company values, policies, and interests in mind while training employees to effectively communicate with customers in order to create fast, suitable Win-Win solutions for both parties.
Benefits to Better Customer Conflict Resolution Training Include:
To discuss conflict resolution training for your company or agency, contact PPS today. We’d love to improve your relationships with customers and/or the general public.
Although we’ll cover all of these topics in the training itself, we want to make sure that you understand all of the various elements that may be included with customer conflict resolution training. This way, you can be sure that you will take the right approach from the beginning since you’ll have an idea of what to expect.
Although each situation is different, it helps to follow a basic format to ensure that you don’t forget anything during the process. Overall, conflict resolution or de-escalation can happen in five stages. They are:
Conflicts are based on emotions, which means that the discussion can get heated pretty fast. However, if you want to make sure that you’re going to achieve your goals, you have to make sure that you remain as calm as possible during the interaction.
There are several ways to remain calm during this process, such as breathing exercises and meditation. Regardless of which method you use, make sure that it works well in a variety of situations.
If necessary, it may be best to recess both sides until everyone is calm and collected before you proceed so that you don’t risk escalation.
During conflict resolution, it’s imperative that everyone involved understands all of the various elements at play. Not only should both sides be fully aware of why the conflict exists in the first place, but the underlying reasons why it has escalated to the point where a mediator is necessary.
All too often, people make presumptions about each other, especially when in disagreement. However, with the right conflict resolution training materials, it’ll be easier to find out the cause of the issue.
Another reason why conflicts can get out of hand is that people will take it personally. However, to resolve the issue, it’s much better to focus on what isn’t working and how it can be improved. Rather than trying to lay blame, you should consider the problem as a separate entity that needs to be removed. This way, no one feels singled out or attacked, and everyone can move forward.
Customer conflict resolution training is an integral part of maintaining excellent morale and teamwork among your customer service reps. With these strategies, you can create a cohesive work environment and customer relationships that are cherished by all.
To discuss customer de-escalation and conflict resolution training for your company or agency, contact PPS today.