Resolving Customer Service Complaints
Resolve customer service complaints.
Scenario
You are applying for a customer service supervisor role. During the interview, the interviewer states that when you sell products or provide services, customer conflict will inevitably occur. She thinks that conflict happens because everyone has differing opinions, expectations, and beliefs about how customer service should be approached. Customers also expect things to be done right the first time and expect things to be done quicker than ever before due to advances in technology and the ubiquity of information. Therefore, when customers engage a business or organization for a product or service, how they react when they do not receive the level of the desired service will vary. Therefore, conflict resolution skills are critical for all employees, especially those who work directly with external customers.
To make sure that you are the right person for the job and understand the importance of customer retention, the interviewer asks you specific questions.
Instructions
In a Word document, respond to the following:
What role does conflict resolution play in customer retention? Explain.
Describe strategies for improving employee problem-solving skills.
What are the essential communication skills for effective customer service? Explain.
Resolving Customer Service Complaints
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Conflict Resolution and Customer Retention
Conflict resolution is not focused on allowing employees to speak. Instead, employees could practice active listening to diffuse customers’ frustration by allowing them to express their problems. Conflict resolution practices active listening to express empathy, allowing customers to continue the relationship. Besides, conflict resolution has a competitive role in enhancing commitments. Employees would use resolution strategies to gain customers’ confidence and propose rational solutions to mitigate problems. Conflict resolution would build a sense of customer empowerment and sentiments, making an exit difficult (Mishra et al., 2021).
Strategies to Improve Employees’ Problem-Solving Skills
First, companies should hire employees from diverse backgrounds. Diversity as a strategy allows employees to bring different experiences and address problems with situation orientation. Second, companies should adopt a team-building strategy to improve problem-solving skills. Teambuilding interconnects employees and shares various expertise to mitigate problems. Lastly, e...