What is Conflict Resolution, and Why is it Important?

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FAQs

Customer service agents need to understand the customer’s perspective to address their concerns effectively. Conflict resolution skills that help them do this include active listening, empathy, clear communication, the ability to problem-solve, and broader emotional intelligence.

Technology like CRM systems and AI chatbots can streamline and automate communication, provide access to customer histories, and handle routine customer inquiries. This allows customer service agents to focus on complex issues requiring a human touch.

Sensitivity and cultural awareness help customise communication and solutions to the customer’s expectations and norms. This tactful care minimises misunderstandings and increases emotional awareness of other cultures. Your effort will also be appreciated as it helps to build relationships through more positive interactions.