Customer Service & Conflict Resolution During COVID-19

Customer Service and Conflict Resolution During a Pandemic

The outbreak and mitigation efforts of COVID-19 have been incredibly challenging, stressful, and traumatic for everyone. Those working with customers during this unprecedented time are encountering situations beyond the scope of previous customer service experiences. We will explore common responses to our rapidly changing circumstances, first impression bias, and specific COVID-19 related conflict resolution strategies to help customer service professionals overcome challenges and provide quality customer service.

Objectives:

• Define trauma and its impact on both customers and employees

• Identify signs of trauma and healthy coping strategies

• Explain Attribution Theory and identify COVID-related first impression biases

• Apply de-biasing techniques to minimize the impact of first impression bias when working with customers

• Identify the causes of conflict and behaviors exhibited by “difficult customers”

• Use constructive confrontation best practices when interacting with customers during moments of conflict

• Use the 4-step process to deescalate emotionally charged situations

• Recognize when conflict requires additional resources or needs management intervention

• Practice appropriate professional boundaries when working with customers