Conflict Management

Aftersales Experience

Conflict Management

Avoid conflictRecognise and manage the signs of conflict

Reduce TensionCalm customers down

Address ConflictBehaviours that resolve conflict

Session Learning Objectives Session Agenda

Key Learning Points

Practice Scenarios

Action Planning

Conflict Management

Anticipate causes of conflict

Don't aim to win a conflict with a customer; aim to avoid it

Communicate bad news constructively

Identifying a potential cause of conflict can enable you to plan a potential resolution.

Winning an argument with a customer may only mean that you have lost a long-term relationship.

Offering bad news upfront, in a constructive manner, can prevent conflict.

Take personal ownership.

• Recognise and address common causes of conflict

• Be sensitive to potential issues with particular individuals

Don't: Interrupt

Allow emotions to dominate

Get defensive or argue

Contradict

Appear or sound aggressive

Be condescending or show disrespect

Address conflict in front of others

Allow the problem to escalate

• Present a positive, trustworthy image• Practice how to communicate bad

news• Be prepared with solutions or options

Avoid Conflict

Conflict Management

Express sincere interest

You can calm angry customers by listening to them. Questions, rather than statements, illustrate your willingness to listen.

• Ask questions• Paraphrase and echo• Give focused attention• Signal agreement • Do not interrupt• Check understanding

Acknowledge feelings

Tension can be reduced by showing that you not only listen to the speaker's point of view, but also respect and acknowledge their feelings.

• Your tone• Your facial expression• Your body language

Where appropriate, apologise

Acknowledging responsibility and regret is one of the easiest ways to reduce interpersonal tension.

Demonstrate your honesty and integrity.

• Admit responsibility when it is yours• Keep in mind the long-term

consequences for your dealership

Reduce Tension

Conflict ManagementReduce Tension

Examples of calming questions:

"Can I hear your point of

view?"

“What was your experience?"

Customer You

Customer

"So, you believed that the air con service was part of

the standard service."

You

“Can I make sure

that I understand the situation correctly?

Your car . . .”

"I asked that the car be ready by 5 p.m."

“I didn’t expect to have to pay extra for the air con service. I was told it would be included."

“Ideally, how would you like the situation resolved?”

"You asked that the car be ready by 5 p.m.

and…."

Acknowledge feelings:

A. Ask questions

C. Paraphrase

B. Echo

Conflict Management

Seek to achieve mutual satisfaction

A ‘Win Win’ outcome is your best safeguard against losing a valuable customer.

• Match the customer's needs and wants with what you can offer

• Confirm that the customer is satisfied with the outcome

Present a positive, constructive attitude

Demonstrate a genuine interest in solving the problem to the customer's satisfaction.

• Respond promptly • Actively listen• Smile, be attentive, nod your head • Use positive sounding language

Listen to the customer’s intended message

The fastest way to disarm an angry person is to listen to them.

• Watch for non-verbal clues• Be sensitive to tone• Check understanding: paraphrase,

echo, ask questions• Show your intention to address their

concern by making notes

Address Conflict

Conflict Management

"Let's see how we can solve this

problem.""There must be a

solution, we just need to find it."

"We need to ensure that you

leave here happy.”

Address Conflict

Examples of positive sounding language:

Conflict Management

Avoid conflictRecognise and manage the signs of conflict

Anticipate causes of conflictDon't aim to win a conflict with a customer; aim to avoid itPrepare to communicate bad news constructively

Reduce TensionCalm customers down

Express sincere interest in understanding

Acknowledge feelings

Where appropriate, apologise

Address ConflictBehaviours that resolve conflict

Seek to achieve mutual satisfaction

Present a positive, constructive attitudeListen to the customer’s intended message

Please consider this question:

What suggestions do you have for how Jardine could make your life easier to give you the time and space to deliver great customer service?

We will ask for your answers at the end of your next Aftersales Experience course.