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Conflict Management

ASPCA, National Shelter Outreach

Conflict Management
FACT:
WHEN TWO PEOPLE INTERACT, THE POTENTIAL FOR CONFLICT IS INEVITABLE.


CUSTOMERS NEED TO:

Be Understood
Customers need to feel they are communicating effectively.

Feel Welcome
Customers need to feel you are happy to see them and willing to take care of them.

Feel Important
Anything you can do to make a customer feel special is a step in the right direction.
Use their name, compliment them.

Be Comfortable
A place to wait, rest or talk. Also psychological comfort — not being judged.

HANDLING COMPLAINTS:

  • Listen carefully to the complaint.
  • Repeat the complaint back and get acknowledgment you heard it correctly.
  • Apologize.
  • Acknowledge the customer’s feelings (anger, frustration, disappointment).
  • Explain what action you will take to correct the problem.
  • Thank the customer for bringing the problem to your attention.

CONFLICT RESOLUTION:

Treat the other person with respect.

An irate person wants to know that:

  • Someone is listening
  • They are understood
  • They are important and appreciated
  • They are going to be helped
  • They are talking to the right person

You cannot win by being irate also. The one what stays calm has control.

  • Don’t take things personally.
  • Focus on the problem, not the person.
  • If you must say NO:
    • Give an explanation
    • Express your feelings
    • Provide an alternative — be helpful

© 2001 ASPCA


Courtesy of

424 East 92nd Street
New York, NY 10128-6804
212-876-7700
www.aspca.org

 

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