Komoderma Skin and Hair

Clinic
Conflict Management - December
2019
 Components of escalation management

• Type of customer

• Method to be used
 The Quiet Customer

• The Quiet Customer will avoid submitting a complaint because he

or she doesn't want to be a pain or believes you don't care.

• 91% of unhappy customers who are non-complainers simply

leave.

• Start a conversation and if they don’t respond, send them a

customer service satisfaction survey to fill up.

• RISK: Do not view absence of feedback as a sign of satisfaction.

 The Aggressive Customer

• The Aggressive Customer will loudly voice any complaints and

will not accept excuses.

• Thanking the customers for sharing their concerns lets them

know you are sincerely interested in hearing what they have to
say.

• Be very proactive and on the same page as to what the problem

is and keep communication lines open as to what will be done.

• RISK: In heated customer situations, it's easy to become

confrontational. Do NOT mirror!
 The Confident Customer

• A Confident Customer is likely to complain in a reasonable

manner, unless he or she is an Aggressive Customer hybrid.

• They only want the best and fast!

• Treat them with respect and present them with a quick solution to
their problem.

• RISK: Like The Aggressive Customer, the Confident Customer

doesn't want to hear excuses.
 The Discount Customer

• The Discount Customer is ALWAYS looking for a handout.

• They will never be satisfied until they receive some sort of

handout.

• Use accurate quantified data to backup your response. IF you are

at fault and do not have any data to back it up, be prepared to
offer a handout.

• RISK: If not handled correctly, this customer may take advantage

of your company and end up with something he or she doesn't
deserve.
 The Permanent Complainer Customer

• The Permanent Complainer Customer is never happy and

continuously reports issues.

• Despite their constant complaints, Permanent Complainers are

often repeat customers and will tell others about positive support
experiences.

• Listen respectfully, provide a sympathetic ear, and put forth an

honest effort to correct the situation. They are not out for
handouts.

• RISK: It's very likely that the Permanent Complainer will contact
support again and again but be assured they are repeat customer.
 FEEL, FELT, FOUND Method

• “I understand how you feel.”

• “Initially, others felt that way.”

• “What they found, however, was that after doing ‘X’ was that ‘Y”
happened.
 HEARD Method

Hear: Let the customer tell their entire story without interruption. Sometimes,
they just want someone to listen.

Empathize: Convey that you deeply understand how the customer feels. Use
phrases like “I’d be frustrated, too.”

Apologize: If it’s sincere, you can’t apologize enough. Even if you

didn’t do whatever made them upset, you can still genuinely be apologetic for
the way your customer feels (e.g., “I’m sorry that you are upset”).

Resolve: Resolve the issue quickly.

Diagnose: Get to the bottom of why the mistake occurred, without blaming
anyone. Focus on fixing the process so that it doesn’t happen again.
 Apology Sandwich Method

• Apologize

• Explain what happened

• Explain the fix (and how you will make sure it never happens
again)

• Explain how you’re going to make it right

• Apologize again
 Chain of Command Method

• This applies to the 20% that just will not listen

• Try the most suitable method first.

• IF they are not happy with the outcome and actions taken, then
direct to next in line - your reporting manager
Komoderma Skin and Hair
Clinic
Conflict Management - December
2019