You can earn a Doctorate in Conflict Analysis and Resolution, but I think most of us have earned some credits for coping with conflict on the street level, and certainly in the hosting industry.
Managing Conflict
The key is learning how to manage conflict rather than have it manage you. I avoid disputes when possible, but realize they’re inevitable - so instead of reacting on an emotional level, my solution is to manage them proactively. Part of that is being solution focused versus problem focused. It’s all about communications - understanding what your personal triggers are, then mapping out the opposing positions, finding common ground, and then proposing win-win solutions.
Conflict Awareness
First, you have to understand your own conflict patterns, then develop and practice methods to listen more effectively, map out the conflicts, and learn to differentiate difficult people from difficult behavior. We all know the type. Some clients and prospects just instinctively know what hot buttons to press.
Moving Beyond Conflict
What we’re really talking about here is developing professional skill sets to increase the success of your business operations. Customer support is very much about resolving customer conflicts or problems. While the solution could be purely technical, the perception of value rests with your client. How well you communicate relates directly to customer churn. Bad communication skills = high customer churn. Great communication skills = raving fans and a loyal customer base. The key, I think, is to actively listen, showing genuine interest and concern. Clarify the problem; ask questions, then listen - separating emotions from issues. Sometimes, you just have to say NO, it won’t work. And after conflicts are managed, it’s important to solicit feedback.
How Important is Feedback
Feedback is so important that you should reach out to your clients randomly to ascertain their comfort level with your products or services. Perhaps your perception that they’re satisfied clients is completely off tract, and they’re actively searching for a new provider. How would you know until they sent in their cancellation request? At that point, you become reactive instead of proactive. Again, it’s all about effective communications and productive interactions.
Managing Conflict
The key is learning how to manage conflict rather than have it manage you. I avoid disputes when possible, but realize they’re inevitable - so instead of reacting on an emotional level, my solution is to manage them proactively. Part of that is being solution focused versus problem focused. It’s all about communications - understanding what your personal triggers are, then mapping out the opposing positions, finding common ground, and then proposing win-win solutions.
Conflict Awareness
First, you have to understand your own conflict patterns, then develop and practice methods to listen more effectively, map out the conflicts, and learn to differentiate difficult people from difficult behavior. We all know the type. Some clients and prospects just instinctively know what hot buttons to press.
Moving Beyond Conflict
What we’re really talking about here is developing professional skill sets to increase the success of your business operations. Customer support is very much about resolving customer conflicts or problems. While the solution could be purely technical, the perception of value rests with your client. How well you communicate relates directly to customer churn. Bad communication skills = high customer churn. Great communication skills = raving fans and a loyal customer base. The key, I think, is to actively listen, showing genuine interest and concern. Clarify the problem; ask questions, then listen - separating emotions from issues. Sometimes, you just have to say NO, it won’t work. And after conflicts are managed, it’s important to solicit feedback.
How Important is Feedback
Feedback is so important that you should reach out to your clients randomly to ascertain their comfort level with your products or services. Perhaps your perception that they’re satisfied clients is completely off tract, and they’re actively searching for a new provider. How would you know until they sent in their cancellation request? At that point, you become reactive instead of proactive. Again, it’s all about effective communications and productive interactions.
