The Impact of Conflict Management Training on Customer Service Delivery
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The Impact of Conflict Management Training on Customer Service Delivery. This was the title of my case study in partial fulfillment of my doctoral degree which I completed in 1996. More on this in a moment.
Here it is 13 being later and…
In a recent survey training participants were questioned what types of courses would greatly increase their effectiveness at work, and the answers were:
Leadership skills 56%
Conflict pledge 53%
Technical knowledge 47%
Management skills 43%
Communication skills 42%
Project mgmt skills 41%
Critical thinking skills 40%
Innovative thinking skills 38%
Negotiation skills 35%
Time management 35%
Stress management 35%
Effective collaboration 33%
Computer skills 33%
Financial skills 23%
None of the higher than 1%
Source: The Everything Disc Workplace Survey of 5,945 Training Participants Nationwide by Inscape Publishing (www.trainingmag.com, July/Dignified 2009, p 11)
The source was surprised that manufacture with conflict or hard people was at 53%.
We’re not, are you? Today’s customers are more sophisticated and have higher expectations. Calls coming into companies today are more complex, more complicated, and more accelerated before the phone is even answered.
After all, if we could, as customers, handle most of our questions, problems, concerns, etc. using self service which is available 24/7, we would do so. But because self service isn’t what it should be, there is another step involved—call the company! At this point, the customer could be frustrated, mad, upset, wasted time and/or got nowhere, impatient, all the way up to rage, and is ready to vent–and then the phone is answered.
It makes perfect sense to me that people needs skills and techniques to deal with conflict and/or hard people. I reckon of customer service as like a jukebox. With an ancient fashioned jukebox, you select a record, push a pin, and the inner workings of the jukebox retrieve that particular record. You can even mind it happen through the glass dome cover. It places the record on the player, the needle drops, and the song starts.
No longer are you present to yourself or the customer, you have been pulled by your history toward an ancient event or feeling.
The first step back to the present is awareness. If you are aware in this area something, you can assert hegemony
