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1. 12
Conflict Resolution Tips for
Excellent Customer Service

2. In business and in life, conflict is inevitable. The key to
success is learning how to effectively handle conflict. If you
don’t adequately address and resolve issues as they arise,
they can negatively impact customer retention, loyalty and
brand reputation.
Most conflicts can be resolved in their earliest stages.
Here are 12 conflict resolution tips for achieving excellent
customer service. These tips will help businesses to quickly
resolve conflicts before they interfere with customer
relationships.

3. #1 Allow customers to talk
Allow angry customers to talk and express
their feelings until they release their frustration
and calm down.

4. #2 Show you care
Employ empathy to show you understand the
customer’s feelings and frustrations.

5. #3 Use the correct tone
Don’t smile, laugh or mock upset customers.
Convey empathy with a soft tone.

6. #4 Be neutral
Do not offer your opinion, agree or disagree with
customers. Offer empathic support and work
to solve their problems effectively.

7. #5 Don’t react
Never respond to angry comments.
Allow the customer to voice their opinion and interject
with helpful redirection when appropriate.

8. #6 Focus
When a customer begins to go off on a tangent,
redirect the conversation back to the important
issues and focus their attention on constructive
solutions.

9. #7 Use verbal softeners
Use words like “likely,” “typically,” “perhaps,”
“sometime,” “possibly” and “occasionally” with
customers who might not respond well to categorical
words like “always” or “never.”

10. #8 Make angry
conversations private
Avoid talking with angry customers within
earshot of employees or other customers.

11. #9 Agree
Find something to agree with the customer
about. An agreement will result in collaboration
and cooperation.

12. #10 Use silences
When customers talk, listen and wait for a silence.
After your customer has stopped talking, summarize
their main point and work together
on a solution.

13. #11 Use timeouts
If customers are frustrated, annoyed or not capable
of engaging in a productive conversation, allow them
the opportunity to think by themselves for short
periods of time. After a pause, address their
concerns effectively.

14. #12 Set limits
When customers refuse to act constructively and
alternative methods have been exhausted, set limits
and end the interaction. To build healthier businesses,
it is important to manage customer expectations and
take the necessary steps to avoid arguments, disputes
and other forms of conflict.

15. REQUEST DEMO
While conflict is inevitable, having poor call center
software is not.
Talkdesk has helped thousands of companies
improve brand loyalty and customer satisfaction.
Receive your demo to see why managers and agents
love using Talkdesk.
www.talkdesk.com/request-demo