Title: Manage customer conflict.
Course: Education for Employment II (Preparation) (22902-18) > Section: Applying Customer-Service Skills

Management should include

- stopping other work tasks
- listening intently and asking the customer to clarify, if necessary
- considering options
- being as agreeable as possible and attempting to resolve the customer's issue, just as he or she requests
- helping the customer to compromise, if compromise is necessary
- identifying supporting resources (e.g., a manager).

Process/Skill Questions:

- What is mediation? What is arbitration?
- Why is it so important to quickly and professionally resolve even minor conflicts?
- Why is it important to understand company policy when handing customer complaints?
- Why is it important to listen to the customer?