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.