Changing Controversies into
Resolutions of Conflict

Customer satisfaction is everything! Your staff must be more than competent. They must realize their powerful role in establishing an atmosphere of helpfulness and good will with a customer. This is particularly significant in a customer service department where a problem is presented and help is sought. The response a customer receives in seeking to resolve a troublesome situation is an indicator of whether he will remain a satisfied customer and spread the word that brings more customers to your business. A manager will set the tone in training her workers in creating and sustaining a positive climate, even if the customer is angry to begin with.

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• Remember that First Impressions are powerful
• Create the Climate that Assures the Customer you will do Your Best to Resolve the Problem
• Don't react to Anger with a Negative Response
• Make Your Department known for its Skill in helping a Customer Resolve a Complaint
• Always make the effort to Understand the Customer's Needs