Tips for putting the Gold Standard back in service!
How to De-Escalate Customer Conflicts and Turn Arguments into Solutions
We often find ourselves in "back-and-forth" conversations that differ from ordinary exchanges of information. These discussions can feel like verbal wrestling matches, where neither person is truly listening to understand. Instead, both sides engage in a tug-of-war, trying to prove their own point while dismissing the other's perspective.
In customer service, if you find yourself in this situation, it's important to step away from the argument and focus on resolving the issue. A simple approach is to follow these four steps:
- Listen
- Apologize
- Offer a solution
- Repeat
Continue listening, acknowledging the customer's concerns, and offering solutions until the issue is resolved or the available options have been clearly communicated.
By keeping the focus on finding a solution rather than winning an argument, you can de-escalate the conversation, build trust, and provide exceptional customer service.
Afton Howard is an experienced aviation customer service trainer and supervisor with nearly two decades at Alaska Airlines in Las Vegas. She specializes in employee development, instructional design, and workforce training across domestic and international environments. Additionally, she serves as an e-learning instructor, published author, and active mentor supporting young women in aviation and community service…
