Title: (Optional) Resolve client/customer and co-worker conflicts.
Course: Marketing (12164)

Resolution should include methods such as the following:

- Active listening
- Receiving
- Parroting or mirroring
- Giving feedback
- Empathizing
- Apologizing, when appropriate
- Thanking the client/customer
- Being ethical
- Having a clear understanding of company policies
- Exhibiting patience
- Verifying that clients/customers and co-workers find the resolution acceptable
- Responding as a professional

Acronyms that may aide in remembering how to handle clients/customers include

- LEAP—listen, empathize, apologize, provide a solution
- HEART—hear the guest, empathize, apologize, respond with a solution, thank the guest
- THANKS—thank the customer, hear the complaint, apologize, need more information-get it, know a solution, and solve the problem.

Process/Skill Questions:

- What are potential customer conflicts? Co-worker conflicts?
- What are the benefits of being able to resolve customer conflicts? Co-worker conflicts?
- How does an employee learn how to resolve customer and co-worker conflicts?
- Why should employees be empathetic to customers’ and co-workers’ situations?
- What is the difference between sympathy and empathy?
- How should conflicts between co-workers be handled?
- What are the benefits of each method of resolving conflicts?