Welcome! Discover our eight-step guide to effective conflict resolution for customer service reps. Learn to stay calm, value customers, and set boundaries when necessary. Don't take conflict personally, and focus on delivering messages gently and firmly.

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Taking responsibility and working together to find solutions can build trust and loyalty. Contact me if you want to improve your conflict resolution processes and enhance the customer experience.

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Learn more about our customer service de-escalation training workshops at http://tinyurl.com/5yw9zvu3

In this video, Dr. Jeremy Pollack of Pollack Peacebuilding provides an eight-step guide to understanding and implementing conflict resolution for customer service representatives:

time stamp

0:00 Introduction
0:01 CONFLICT MANAGEMENT
1:00 STAY CALM
2:19 VALIDATE YOUR CUSTOMER
2:46 DON'T TAKE IT PERSONALLY
3:07 AVOID DISPUTES AND DEFENSES
3:39 Be gentle
4:28 BE ASSERTIVE
5:00 TAKE RESPONSIBILITY WHERE YOU CAN
5:51 FOCUS ON A
7:00 Pollack Peacebuilding Systems

Avoid arguing or defensiveness. Arguing with an angry customer will only make the situation worse. Instead, focus on finding a solution that works for everyone involved. Be gentle. Speak in a soft tone and avoid aggressive language. Try to be empathetic and understanding.

Be firm. It's important to set boundaries and protect yourself from the customer's anger, but you can do so in a way that is still respectful and professional. Take responsibility where you can. If the company or you personally made a mistake, apologize sincerely.

Focus on a solution. Once the customer feels heard and valued, it's time to work together to find a solution that everyone agrees on.

This video is a must-watch if you are looking for ways to improve your customer service skills! Or learn about customer service and de-escalation training at http://tinyurl.com/5yw9zvu3

This is to treat:
angry customers
frustrated customers
stressed customers
how to calm a customer
how to deal with angry customers
how to resolve customer complaints
Customer service tips
Competence in customer service

This video is about Effective Conflict Resolution for Customer Service Representatives: Best Practices, but it also covers the following topics:

Conflict resolution
Customer service representative
Dealing with angry customers

Video Title: Effective Conflict Resolution for Customer Service Representatives: Proven Techniques Dr. Pollack

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About Pollack Peacebuilding Systems.

Welcome to Pollack Peacebuilding Systems, your trusted guide to mastering conflict resolution and de-escalation skills in the workplace. Our channel offers valuable content on conflict resolution, communication skills, and peacemaking in the workplace.

As a leading conflict resolution company serving organizations in the US, Canada and the UK, we bring expert knowledge and practical techniques to your screen. Follow us to get tips and strategies to help you better manage conflict and foster a harmonious work environment.

Improve your conflict resolution skills with Pollack Peacebuilding Systems! Subscribe now to receive our expert insights and practical strategies for creating a more harmonious workplace.
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#conflictresolution #customerservice #angrycustomers #customerloyalty

Pollack Peacebuilding Systems

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