Call center employees are usually the first point of contact when a customer is unhappy with something. The potential for conflict is correspondingly high.
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Berlin A difference of opinion with the boss, the always loud colleague in the open-plan office, a quick-tempered customer who is dissatisfied with the product: conflicts cannot always be avoided at work, because very different people meet here.
Tact and diplomacy are required to ensure that conflicts do not escalate and degenerate into arguments. On the one hand, everyone has their point of view, on the other hand, you should and want to work well together again the next day and have to come to terms with it. Good conflict management is required.
Sabrina Matuschka, Martin Graetz and Alexander Marth know how to skillfully defuse conflicts: The employee in a call center, the bailiff and the flight attendant often have to de-escalate emotional situations in their everyday work. They revealed their four best strategies for conflict management to the Handelsblatt.
1. I-messages instead of tone of voice
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web and in our app.
Further