Conflict
What is the LEAP module for Conflict resolution
Listen, Empathize, Apologize, Provide Solution
The first step in handling a difficult customer
Stay Calm and Professional
Identify three Types of Digital Communication Tools
Live Chat & Chatbots
Social Media Platforms
Customer Relationship Management (CRM) Systems
Online Portals & Mobile Apps
Video Conferencing (e.g., Microsoft Teams, Zoom)
Describe Paying full attention
Avoid distractions and maintain eye contact.
The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in word-of-mouth, publicity and repeat business
Customer Service
Three important steps in Negotiation and Mediation
Clarify the issue → Ask open-ended questions.
Seek a win-win outcome → Offer solutions that benefit both parties.
Know when to escalate → If a customer refuses resolution, involve a supervisor.
Identify two types of difficult customers:
Angry or frustrated customers
Impatient customers
Uncooperative or argumentative customers
Use Positive and Reassuring Language to correct the following. “I can’t do that,”
“Here’s what I can do to help resolve this issue.”
Describe Paraphrasing
Restate the speaker’s message in your own words to confirm understanding.
The ongoing interactions between a company and its customers, aiming to build a strong relationship that fosters brand loyalty and awareness. This can be achieved through various channels, including marketing campaigns, web content, social media, and mobile platforms.
Customer Engagement
Give the three steps in a Quick Conflict Resolution Technique
Prioritize urgent issues → Address time-sensitive concerns first.
Provide alternative solutions → Offer customers options when delays occur.
Use escalation protocols → Know when to involve supervisors for faster resolution.
Identify two Stress Triggers
High customer volume
Dealing with angry or aggressive customers
System or process failures
Use Positive and Reassuring Language to improve the following.
“That’s not my department,”
“Let me connect you with the right person who can assist you.”
State two examples of verbal affirmations.
“I see,” “That makes sense,” or “I understand.”
The first step towards improving customer service delivery is to develop a culture that puts the customer at the center of all operations. This should be the responsibility of senior management and communicated down to all levels of staff.
Customer-centric culture
Explain the Interest-Based Approach to conflict resolution.
Focus on resolving the root issue, not just the complaint
Identify two things your should do for Self-Care and Resilience Building
Take short breaks between calls or interactions.
Use deep breathing or mindfulness techniques.
Engage in regular exercise and healthy eating.
The best way to address a customer when they report a service failure.
Acknowledge the issue and apologize sincerely.
Provide a clear solution and follow up.
Implement process improvements to prevent recurrence.
How should you do to ensure clarity and show engagement.
Ask clarifying questions
The ability to recognize, understand, and manage your own emotions and the emotions of others.
Emotional Intelligence (EI)
Steps to be taken when maintaining Professionalism Under Pressure
Stay calm, even when a customer is aggressive.
Avoid arguing or taking things personally.
Use de-escalation techniques (e.g., lowering your voice to encourage calmness).
Identify two Techniques for Staying Composed Under Pressure
Use positive self-talk: “I can handle this calmly.”
Maintain a neutral, professional tone.
De-escalate tense situations with empathy.
Identify three Benefits of Digital Communication in Service Engagement
Faster response times
Improved accuracy
Convenience & Accessibility
Personalization
What word describes recapping key points to reinforce understanding.
Summarizing
This involves actively listening to others, acknowledging their feelings, and responding in a way that shows understanding.
Empathy