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Resolving Conflicts With Customers
Ah, life would be easy if we never had conflicts and disagreements with customers. But conflict will never disappear, and in fact, conflict isn't necessarily a negative. Many many constructive and creative solutions come out of two people in conflict over an issue, IF the conflict is managed in such a way to avoid personalization, and when parties work together to find solutions.
Still, we've identified what we think you ought to know regarding dealing with conflict with customers, so carry on and browse below.
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Understanding Conflict Management and Conflict Resolution To Improve Our Ability To Manage and Resolve Conlicts With Customers
How Do You Tell the CEO that His/Her Baby is Ugly? - by Mary Rau-FosterMuch has been written about corporate culture and the conflict it creates: how to evaluate it, how to influence it, and how to change it. There is danger in dismissing the idea of corporate culture as another one of those new-age concepts dreamt up by some annoying self-proclaimed business guru. (Added: 10-Mar-2003 Hits: 584 )
Avoid Conflicts With Preparation - by Debra Atlas
When a problem erupts between employees, how can you turn a difficult situation around quickly? A close friend, owner of a large and successful chain of furniture stores, recently faced that same challenge. (Added: 1-Oct-2002 Hits: 549 )
The Purpose of Conflict - by Phil Wamsley
In the dictionary conflict is defined as a struggle, a battle. Mutual antagonism. Some people seem to thrive on creating conflict while others will do their best to avoid conflict. I have often pondered what it would be like in the world if everybody could just get along without all the nonsense of conflict. In order that everyone get along in the world everyone would have to be a clone of yourself. (Added: 19-Apr-2001 Hits: 841 )
The Other Side - by Alex Duhovney
During mediations, I often attempt to put myself into the shoes of the people I try to bring to common ground and imagine what I would have done in their place. (Added: 24-Mar-2006 Hits: 496 )
Seven Steps to Handling Interpersonal Differences - by Daniel Robin
Make no mistake: resolving differences through negotiation is not a logical, linear process. However, this model can serve as a framework for staying on track and learning how and where things go wrong.""These seven steps progress from how you might want to begin an effort to resolve differences to how you'd want to complete that effort. Remember to prepare by writing down your goal before taking your first step. Enjoy the dance! (Added: 10-Mar-2003 Hits: 837 )
Problem Analysis Worksheet - by Gary K. Clabaugh & Edward G. Rozycki
A handy problem analysis worksheet that can be used for thinking through negotiation, problem-solving, and conflict management (Added: 17-Nov-2003 Hits: 696 )
Has Turf Guarding Become an Olympic Sport? Managing Workplace Conflict - by Mary Rau-Foster
Turf guarding, the protection of perceived personal power, status and responsibility, is a covert part of every workplace environment and creates a great deal of conflict. (Added: 10-Mar-2003 Hits: 623 )
Apology in Mediation: Sorry To Say, It’s Much Overrated - by Jeff Kichaven
A simple apology—without admission of liability or fault—can go far to ease tension and promote goodwill in a mediation or negotiation setting. Although rarely used and often misconstrued, when done appropriately and sincerely, they can help effectuate fast, fair settlements. (Added: 24-Mar-2006 Hits: 593 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Amazon Reviews Verified By Amazon
Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.