However, they need basic conflict resolution soft skills training to improve teamwork and avoid on-the-job arguments. Employees shouldn’t have to play the role of mediator for every quarrel. For instance, they need to ask all the right questions to get all points of view and appease both parties without pointing the finger. Conflict resolutions scenarios enable team members to assess the situation, listen to all sides of the story, then find the best remedy. Or even between customers who are vying for the same product. There may also be conflicts among co-workers and team leaders. It’s not just unhappy customers your staffers need to consider. Without violating company policy or losing repeat business. For example, they must listen to the virtual consumer’s compliant and find the best resolution. So, immerse employees in simulations that expose them to ‘cranky’ customers who require a high level of tact and interpersonal skills. The only way to overcome this obstacle is to hone soft skills like compassion, active listening, and creative problem-solving.
People who won’t take ‘no’ for an answer or simply aren’t happy with any solution. Difficult Customer SimulationsĪll customer service employees have dealt with difficult consumers from time to time.
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