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
What is the first step when dealing with an angry customer?
Answer: Let the customer vent and acknowledge their frustration
Allowing the customer to express their feelings and acknowledging them first reduces emotional intensity before moving to solutions.
Which conflict resolution style involves finding a middle ground where both parties give up something?
Answer: Compromising
Compromising means both parties make concessions to reach a mutually acceptable resolution.
What should a customer service rep avoid when a customer is being verbally abusive?
Answer: Matching the customer's aggressive tone
Matching an aggressive tone escalates the conflict rather than defusing it and is unprofessional.
De-escalation techniques are primarily designed to do what?
Answer: Reduce the customer's emotional intensity so a solution can be reached
De-escalation aims to lower tension so a calm, productive problem-solving conversation can take place.
When a customer demands something outside company policy, what is the best approach?
Answer: Explain the policy, empathize, and offer an alternative solution
Explaining the policy with empathy and offering alternatives shows respect for both the customer and the organization.
What does 'escalation' mean in a customer service context?
Answer: Referring the issue to a higher authority or team when it cannot be resolved at the current level
Escalation transfers a customer issue to someone with more authority or expertise when the front-line rep cannot resolve it.