Effective Conflict Resolution For Customer Service Agents: Proven Techniques | Dr. Pollack

Welcome! Explore our eight-step guide to effective conflict resolution for customer service agents. Learn to stay calm, validate customers, and set boundaries when needed. Avoid taking conflicts personally and focus on delivering messages gently and assertively.

Taking responsibility and collaborating on solutions can build trust and loyalty. Contact me if you want to enhance your conflict resolution processes and improve customer experiences.

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

⏰Timestamps

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 ARGUING OR DEFENDING
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 defending. Arguing with an angry customer will only make the situation worse. Instead, focus on finding a solution that works for everyone involved. Be gentle. Use a soft tone of voice and avoid using aggressive language. Try to be empathetic and understanding.

Be assertive. Setting boundaries and protecting yourself from the customer's anger is important. However, you can do this 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 validated, it's time to work together to find a solution everyone can agree on.

✅This is for dealing with:
angry customers
frustrated customers
stressed customers
how to calm down a customer
how to handle angry customers
how to resolve customer complaints
customer service tips
customer service skills

This video is about Effective Conflict Resolution For Customer Service Agents: Proven Techniques. But It also covers the following topics:

Conflict Resolution
Customer Service Agents
Handling Angry Customers

Video Title: Effective Conflict Resolution For Customer Service Agents: Proven Techniques | Dr. Pollack

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✅ About Pollack Peacebuilding Systems.

Welcome to Pollack Peacebuilding Systems, your trusted guide for mastering workplace conflict resolution and de-escalation skills. Our channel is dedicated to providing valuable content in conflict resolution, communication skills, and workplace peacebuilding.

As a leading conflict resolution firm serving organizations across the U.S., Canada, and the U.K., we bring expert insights and practical techniques to your screen. Follow us for tips and strategies to transform how you navigate conflicts and foster a harmonious work environment.

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