From the course: IT Service Desk: Customer Service Fundamentals

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How to effectively manage conflict

How to effectively manage conflict

From the course: IT Service Desk: Customer Service Fundamentals

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How to effectively manage conflict

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- Have you ever picked up a call or walked into someone's office or had a customer walk in and they were already angry or in a heightened emotional state? This is all before we've even managed to get a word in. Learning how to manage conflict is a skill that is vital for all technicians. We often begin a contact when the customer is already in conflict. Our job is to quickly manage and defuse the situation and establish a rapport with our customer. This is not always easy when we're dealing with a variety of emotions and types of conflict. Conflict is not a dirty word. Conflict is natural, it happens every day. When our processes in technology don't work, either as designed or as the customer expects, it causes conflict. If we as a support organization provide poor service or don't follow up on a commitment, it causes conflict. The goal is to manage the conflict and resolve the issue. We have to build rapport and resolve the issue as efficiently and effectively as we can. There are…

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