Problem Solving & Conflict Resolution Flashcards

A customer reports that a refund never arrived, but your system shows it was processed five days ago. What is the best first step?

Answer: Confirm the refund details with the customer and explain typical bank posting timelines

Verifying the details and explaining the normal timeline addresses the concern accurately without causing a duplicate payment.

Which problem-solving technique involves repeatedly asking 'why' to find the underlying cause of a recurring complaint?

Answer: The 5 Whys technique

The 5 Whys asks 'why' repeatedly to work past the symptoms to the root cause.

Two customers in a store line start arguing over who was next. What should the representative do first?

Answer: Calmly step in, acknowledge both customers, and state a fair way to proceed

Calm, neutral intervention with a fair solution de-escalates the conflict and keeps service moving.

A customer asks for an exception the company policy does not allow. Which response best keeps the relationship intact?

Answer: "Our policy doesn't allow that, but here's what I can do for you instead."

Offering an alternative within policy turns a 'no' into a helpful option.

In the Thomas-Kilmann conflict model, which style is both highly assertive and highly cooperative?

Answer: Collaborating

Collaborating aims to fully meet both parties' needs, so it scores high on assertiveness and cooperativeness.

After you resolve a complex complaint, what action best confirms the problem is truly solved?

Answer: Follow up with the customer to confirm the fix worked

A follow-up confirms the resolution held and shows the customer you care.

A customer is upset, but the facts show the company made no error. What is the most professional approach?

Answer: Explain the facts politely while acknowledging the customer's frustration

Empathy plus a clear, polite explanation of the facts keeps both honesty and goodwill.