All businesses need customers, but the customer relationship, however, does not have to be one-sided. Customers can be rude, difficult and downright annoying but you both need each other. If you are having serious problems with a customer, you might be tempted to think about the balance to which you both contribute to the transaction, and let a lower payback go.
Customer issues generally fall under either Situational (issue with a product or service) or Personal (issue with a person).
In this article, we will deal with the latter, if the complaint seems to be directed at a person. Look out for the next article in the series: “Dealing with complaints about a product or service”
Emotions and conflict resolution. In every altercation there will be a great deal of emotion. Emotion is great at helping us to express our hurt to other parties and it also helps us to free ourselves from pent-up frustrations that would make us ill were we to internalise them.
When you enter an argument between two people your very presence affects the situation and adds a third dimension on it. The next time two people are talking together anywhere (yes, even at a party) join them and see how their conversation changes.
Wherever people are together there is conflict. When you work with difficult people in a team you are not just working with individuals – you are also working with something that is going on between individuals.
Reinforcing the benefits of a positive outcome. Teams are always on the flux. If they are working well as a team then any upset from one team member will affect everyone as there should be some group empathy taking place.
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High impact, virtual micro-learning for maximum output. All programmes are £100 and can be toped up to a full CMI Level 5 Qualification.
For all levels of managers, fully accredited qualifications to supercharge careers and earning power.
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For all types of consultants, either wishing to enter the field or already working and looking to develop into strategic roles.
For all types of leaders looking to develop their leadership and communications skills, and nurture and build effective and functional teams.
