Customer Service, Part II: How to Deal With Escalated Customer Disputes

* I respect how you feel.

* You are absolutely right to feel that way.

* I’d probably feel the same way if that happened to me.

3. Explore options. Conflict resolution must be a partnership. Rather than assuming what the customer wants, ask. If the customer’s need or want is unrealistic or counter to company regulations, explore and offer additional choices and let customers take ownership in their decisions. When managers explore solution options by asking questions and eliciting customer feedback, the communication process is more likely to move toward a productive course of action.