Introduction to Consumer Relations

 Why is it important to satisfy the customers and solve every problem that arises?

1. Ask questions 2. Analyze expectations 3. Recognize differing perspectives 4. Identify mistakes 5. Watch out for emotional triggers

 Ask questions to be sure the situation is clear  Checks for miscommunication  Could result in quick resolution

 Conflict can be a result of different perspectives  Review the expectations of each side  Be sure expectations were clear

 We are all different, which means we see things differently  Happens typically when dealing with someone with a different: ◦ Background ◦ Organization ◦ Culture

 People are human, mistakes will occur!  Be sure the conflict is understood by both sides.

 Beware of emotions!  All emotions can result in conflict: ◦ Anger ◦ Fear ◦ Excitement

6. Focus on preventing escalation 7. Take action to control the situation 8. Commit to working it out 9. De-escalate the conflict 10. Stay calm

 Stop the problem when you can.  This is the first step of conflict resolution.

 Separate the parties  Change the location of the discussion  Signal empathy to the other involved

 One person must make a statement  Commit to reach a resolution

 Joint statement of the facts at hand  Eliminate: ◦ Exaggerations ◦ Embellishments ◦ Personalities

 Keep your cool  Cooler heads prevail!

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