Manage customer conflict.

Management should include

• stopping other work tasks
• listening intently and asking the customer to clarify, if necessary
• considering options
• being as agreeable as possible and attempting to resolve the customer's issue, just as he or she requests
• helping the customer to compromise, if compromise is necessary
• identifying supporting resources (e.g., a manager).

Process/Skill Questions:

• What is mediation? What is arbitration?
• Why is it so important to quickly and professionally resolve even minor conflicts?
• Why is it important to understand company policy when handing customer complaints?
• Why is it important to listen to the customer?