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If you are dealing with a customer and
you can see that they are getting
agitated or you know that there is an
issue that is going to be a source of
conflict then take steps to address the
issue before it escalates. Even an
acknowledgement and a holding statement
can take the steam out of the
situation.
A course participant was telling us how
they had observed a customer who she had
recently interviewed join the queue, our
‘heroine’ noticed that he was clearly
agitated and becoming impatient. Briefly
excusing herself from the person she was
dealing with, she acknowledged Mr. X,
“Hello Mr. X it’s nice to see you again,
I can see that you are waiting, I won’t
be more than a few minutes and then I
will be able to help you.” Now, this
benefits worker couldn’t tell me if what
she had done had defused a potentially
aggressive conflict, however what she
did say was that Mr. X clearly became
calmer and sat down to wait. Further
more when she dealt with Mr. X he
immediately
apologised
for interrupting, (even though she had
taken the initiative).
Engage with people before a crisis,
sometimes this involves a flexible
approach, on many occasions it will make
a big difference.
Contact us
to find out how blue concept training can
support the people in your
organisation. When staff feel in
control, safe and calm they can provide the very best in
customer service. Conflict
management training will reduce costly
staff absenteeism, exposure to risk and
poor work practices.
Speak to
a member of our team who will be happy
to discuss how our employee
support
training can help your organisation.
Contact blue concept training
today. |
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