Conflict Resolution Flashcards
6 cards from real Customer Service practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Conflict Resolution flashcards as text
Which phrase best demonstrates ownership of a customer's problem?
Answer: I'll personally make sure this gets resolved.
Taking personal ownership assures the customer they won't be passed around and that someone is accountable.
What is the 'HEARD' model used for in conflict resolution?
Answer: A structured approach to empathizing with and resolving customer complaints
HEARD (Hear, Empathize, Apologize, Resolve, Diagnose) is a framework for handling customer complaints with empathy and action.
When should a customer service rep involve a supervisor?
Answer: Only if the customer requests it or the rep cannot resolve the issue
Supervisors should be involved when the representative lacks the authority or knowledge to resolve the issue, or if the customer specifically requests it.
What is the risk of over-promising during a conflict resolution?
Answer: It can create further distrust if the promise cannot be kept
Making promises you cannot keep destroys trust and can turn a recoverable situation into a lost customer.
A customer is upset because they received the wrong item. Which response best demonstrates conflict resolution?
Answer: I sincerely apologize. Let me arrange for the correct item to be sent today.
Apologizing sincerely and immediately offering a concrete corrective action shows accountability and urgency.
Which strategy helps prevent conflicts before they escalate?
Answer: Setting clear expectations and keeping customers informed
Proactively communicating timelines, policies, and updates prevents the frustration that leads to conflicts.