How to handle conflicts with clients
Posted: Tue Dec 17, 2024 5:26 am
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If you've ever worked in customer service, you know that it's hardly a walk in the park. It doesn't matter whether your experience is in e-commerce, marketing, restaurants or logistics business . You learn a lot about human nature and you're faced with a wide range of challenges. Conflicts are almost an inevitability, regardless of the industry.
You could say that resolving conflict is an art form. You need to carefully balance your client’s expectations, consider available resources, manage intense emotions, and, above all, preserve your well-being.
In this article, we are going to share some of our best tips for resolving conflicts when handling customer communication. However, before we continue, we would like to introduce you to one of the most interesting psychological concepts that can be applied to customer service.
Conflict management styles
The Thomas-Kilmann Conflict Mode Instrument describes five major styles of conflict management. This tool is typically used by HR professionals, yet it can also be successfully applied to customer service .
The five conflict management styles include:
Collaborating style – This one is focused on teamwork. A person with a collaborating style will work together with the opposite side to find a solution that satisfies both parties. This style usually works best for long-term relationships, such as those with long-term recurring clients.
Competing style – The name speaks for itself: the person only cares about winning the competition. This style is not recommended in customer service, for obvious reasons.
Avoiding style – These people diplomatically avoid confrontation. We also hong kong whatsapp number data don't recommend sticking to this style in customer service either. When a customer reaches out with a complaint, you should take action right away. In this case, avoiding the problem can only make things worse.
Accommodating style – This is the opposite of the competing style. The person in question makes sacrifices to please the other party. When you need to maintain a valuable relationship with a client, this might be the right way to go.
Compromising style – It could be described as meeting the customer in the middle. This may work well when you're looking for a temporary solution that needs to be applied right away.
The takeaway? When possible, it's best to aim for the collaborating style. Accommodating strategies work well for key clients that are demanding, while the compromising style can be used ad hoc when you need to smooth things over.
Once you are aware of these different styles, it is easier to see what your default strategy is. You will become more aware of your own behavior and can begin to work on your communication with clients in the future.
Now, let's move on to some practical ideas:
Avoid getting defensive.
The customer isn't here to listen to your excuses. Instead of making things better, explaining your behavior could make them worse, as it may seem like you don't want to take responsibility for your actions. Plus, they may feel like you're not really listening to their complaints and only care about 'clearing your name.'
It's not about telling the customer that you've done nothing wrong. Whether you like it or not, it's about telling them what they want to hear. They came looking for a solution to their problem, and even if it can't be implemented immediately, they need some kind of guidance. That's why you should opt for another approach:
Take responsibility
As a customer service representative, you're the face of the company. Even if you're not the one who made the mistake, you're still speaking on behalf of the product and the organization. The client doesn't care who is actually accountable for the mishap. Therefore, the best thing you can do is take responsibility, admit your mistakes, and come up with a solution . Even if the issue is uncommon and you're not sure what to do, you should always present the customer with a plan . Tell them exactly what you're going to do, who you're going to ask for advice, and assure them that you're taking care of their problem.
Need help with an angry customer?
LiveAgent has built-in communication tools that enable you to reach out to your colleagues when you're at a loss or need a word of encouragement.
Start collaborating
Book a demo
Mind your tone
This is particularly important when it comes to online customer support as well as social media. Many conflicts arise online because we don't see the other person's facial expressions and body language. The only way to convey meaning is through writing. This is why it's crucial to be mindful of your tone. And here's where another aspect comes in:
Speak the language of empathy
You can use words to express empathy toward the customer. When they are in trouble, they want to feel that you care about what they are feeling.
To make it work, you can use these empathy statements as a point of reference:
Thank you for getting in touch – This is one of the best possible conversation openers. No matter how frustrated the customer is, it never hurts to thank them at the very beginning. When you start the conversation with something positive, the customer will feel more appreciated.
If I understood you right… – Don't assume that you know everything about the client's needs. Not only does it sound patronizing, but it may also frustrate the customer when it turns out that you didn't understand their intentions. It's therefore good practice to ask for confirmation, and the other person will feel more respected.
I've experienced this issue too – That's true, it doesn't work in all situations. Sometimes it's impossible that you've stepped in the customer's shoes. On the other hand, when the profile of your company allows it, it really pays off to use this empathy statement. When the client knows that you've had a similar experience, they're more likely to listen. They can also perceive you as more competent, given that you've already dealt with the same problem.
Ask questions
Try it for free
No commitment
Full name
Company name
.ladesk.com
Choose your region (datacenter location)
Data center changes are not possible after account creation.
Open your free account
By signing, I agree to the T&C and Privacy Policy .
The best trust us
4.8/5
5/5
If you've ever worked in customer service, you know that it's hardly a walk in the park. It doesn't matter whether your experience is in e-commerce, marketing, restaurants or logistics business . You learn a lot about human nature and you're faced with a wide range of challenges. Conflicts are almost an inevitability, regardless of the industry.
You could say that resolving conflict is an art form. You need to carefully balance your client’s expectations, consider available resources, manage intense emotions, and, above all, preserve your well-being.
In this article, we are going to share some of our best tips for resolving conflicts when handling customer communication. However, before we continue, we would like to introduce you to one of the most interesting psychological concepts that can be applied to customer service.
Conflict management styles
The Thomas-Kilmann Conflict Mode Instrument describes five major styles of conflict management. This tool is typically used by HR professionals, yet it can also be successfully applied to customer service .
The five conflict management styles include:
Collaborating style – This one is focused on teamwork. A person with a collaborating style will work together with the opposite side to find a solution that satisfies both parties. This style usually works best for long-term relationships, such as those with long-term recurring clients.
Competing style – The name speaks for itself: the person only cares about winning the competition. This style is not recommended in customer service, for obvious reasons.
Avoiding style – These people diplomatically avoid confrontation. We also hong kong whatsapp number data don't recommend sticking to this style in customer service either. When a customer reaches out with a complaint, you should take action right away. In this case, avoiding the problem can only make things worse.
Accommodating style – This is the opposite of the competing style. The person in question makes sacrifices to please the other party. When you need to maintain a valuable relationship with a client, this might be the right way to go.
Compromising style – It could be described as meeting the customer in the middle. This may work well when you're looking for a temporary solution that needs to be applied right away.
The takeaway? When possible, it's best to aim for the collaborating style. Accommodating strategies work well for key clients that are demanding, while the compromising style can be used ad hoc when you need to smooth things over.
Once you are aware of these different styles, it is easier to see what your default strategy is. You will become more aware of your own behavior and can begin to work on your communication with clients in the future.
Now, let's move on to some practical ideas:
Avoid getting defensive.
The customer isn't here to listen to your excuses. Instead of making things better, explaining your behavior could make them worse, as it may seem like you don't want to take responsibility for your actions. Plus, they may feel like you're not really listening to their complaints and only care about 'clearing your name.'
It's not about telling the customer that you've done nothing wrong. Whether you like it or not, it's about telling them what they want to hear. They came looking for a solution to their problem, and even if it can't be implemented immediately, they need some kind of guidance. That's why you should opt for another approach:
Take responsibility
As a customer service representative, you're the face of the company. Even if you're not the one who made the mistake, you're still speaking on behalf of the product and the organization. The client doesn't care who is actually accountable for the mishap. Therefore, the best thing you can do is take responsibility, admit your mistakes, and come up with a solution . Even if the issue is uncommon and you're not sure what to do, you should always present the customer with a plan . Tell them exactly what you're going to do, who you're going to ask for advice, and assure them that you're taking care of their problem.
Need help with an angry customer?
LiveAgent has built-in communication tools that enable you to reach out to your colleagues when you're at a loss or need a word of encouragement.
Start collaborating
Book a demo
Mind your tone
This is particularly important when it comes to online customer support as well as social media. Many conflicts arise online because we don't see the other person's facial expressions and body language. The only way to convey meaning is through writing. This is why it's crucial to be mindful of your tone. And here's where another aspect comes in:
Speak the language of empathy
You can use words to express empathy toward the customer. When they are in trouble, they want to feel that you care about what they are feeling.
To make it work, you can use these empathy statements as a point of reference:
Thank you for getting in touch – This is one of the best possible conversation openers. No matter how frustrated the customer is, it never hurts to thank them at the very beginning. When you start the conversation with something positive, the customer will feel more appreciated.
If I understood you right… – Don't assume that you know everything about the client's needs. Not only does it sound patronizing, but it may also frustrate the customer when it turns out that you didn't understand their intentions. It's therefore good practice to ask for confirmation, and the other person will feel more respected.
I've experienced this issue too – That's true, it doesn't work in all situations. Sometimes it's impossible that you've stepped in the customer's shoes. On the other hand, when the profile of your company allows it, it really pays off to use this empathy statement. When the client knows that you've had a similar experience, they're more likely to listen. They can also perceive you as more competent, given that you've already dealt with the same problem.
Ask questions