4b When potential conflict is on the horizon controlling tem

4b) When potential conflict is on the horizon, controlling temper and remaining calm can challenge the best of us. Your text describes conflict management styles and strategies for managing behaviors during times when emotions escalate. Please review Chapter 6 and discuss both the following questions substantively.

Which conflict management styles and strategies are most effective for CSRs to apply in solving customer problems?

In your daily interactions, which styles and strategies do you typically use? Why?

My text book is below:

Gibson, P. G. (2012). The World of Customer Service (3rd Ed.). Mason, OH: South-Western, Cengage Learning.

Solution

4b(1)According to me collaborating strategy is best and effective for CSRs in solving customer problems .This strategy focus on mutual and satisfactory solutions to meet the desire need of both the parties. CSR’s prefers this strategy as the best strategy in customer problem solving because customer are the biggest asset for any organization and not able to fulfill customer need create negative image for an organization in both the perspective: financial and moral. Through collaboration it become easy for the CSR’s to find out the root of problem and come to optimum solutions. It also develop the felling of satisfaction among customer as their ideas are taken in concern and there problems are being heard.

(2)In daily interaction with customer accommodating strategy will be the best one because this strategy emphasis on maintaining peace and assume the issues as minor. In this strategy CSR’s entails to give what the customer want because in day to day interaction level of conflict remains low. Accommodating means cooperating, and this style is useful as the CSR’s think issue to be more important for the customer, so they accommodate/cooperate on that.