Resolving Conflict in Call Center Customer Service

Read the question and select the best answer.

Using a script can be one method of following established _____.

• Cooperation agreements

• Conflict resolution procedures

• Customer call logs

• Avoidance resolution techniques

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This resolution style involves an individual who tends to ignore conflict, hoping it will go away.

• Compromise

• Collaboration

• Avoidance

• Accommodation

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This resolution style is a win for both the company and the customer

• Accommodation

• Collaboration

• Competition

• Avoidance

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All of these are reasons a conflict might occur in customer service EXCEPT which?

• A customer has a different perception of how a transaction was handled.

• A customer was not informed about a company's return policy.

• A customer receives prompt attention to their concerns.

• A customer expects a product to perform in a way it won't.

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What is the first step in resolving conflict as a customer service representative?

• Have an open mind and listenv

• Focus on identifying the issue

• Use silence and time outs

• Focus resolution efforts on the issues

Read the following  sentence and decide if is true or false

Conflicts can arise due to different values or beliefs.

• true

• false

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It is important to react to angry outbursts with outbursts of your own

• true

• false

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One effective technique is to focus on identify ing underlying issues and finding common ground

• true

• false

Read the following  sentence and decide if is true or false

Using language such as 'always' and 'never' can help diffuse a conflict situation

• true

• false

Read the following  sentence and decide if is true or false

Following established conflict resolution procedures can help resolve conflicts efficiently

• true

• false