Turning Conflict Into Productivity

There is a theory of conflict management which says that some organisations respond to conflict by focusing on negative consequences rather than making the necessary internal changes to reduce conflict. It is a great "cover-up" strategy which some managers develop to avoid dealing with the most fundamental issues creating the conflict. These issues may include:

* Inter-departmental conflict which leads to lack of performance
* Inter-personal conflict between personnel
* Management conflict
* Customer conflict

If it sounds like there are many different ways conflict can arise, you would be accessing the situation correctly. Anytime you talk about people, there will be a need to address conflict.

Though inter-organisational conflict must be managed, ongoing customer conflict can destroy a business over the long term. Customer conflict can be identified in a number of ways.

* Dissatisfaction with product or service purchased
* Inability to get assistance with a problem after a sale
* Need for additional information that has proven difficult to obtain
* Need to return products or a request for a service refund

When a customer calls a customer service department that is exactly what he or she expects to get plenty of…..good service. The staff within an organisation has the responsibility for the day-to-day contact with customers and the interesting fact to note is that each contact situation is actually a chance to make an additional sale.

Productive Conflict

In other words, conflict can be disruptive and lead to declining profitability, or conflict can be turned into an opportunity to please a customer. This attitude towards conflict can be the defining approach which leads to greater customer satisfaction, new sales, and an ongoing customer relationship. Repeat sales for any business make up an important segment of total sales.

When customers are not happy with the service they get at the moment of complaint, they often just disappear and are never to be seen again. Of course, you may not be talking to that customer again, but you can bet he or she is telling anyone who can listen about their experience with your company.

Conflict is inevitable, but it can be viewed as productive conflict. That is the goal of an effective staff training program. It is to teach all manager levels and staff how to view customer complaints and conflict and how to respond in a way that makes the customer happy enough to keep doing business with your company. In fact, your staff will often be able to even make an additional sale such as product upgrade, maintenance contract, or additional product accessory or service level.

Responding to Conflict with Options

Well trained customer relations staff is able to anticipate customer conflicts and are prepared to offer options. One of the best comments a dissatisfied customer can make after contacting customer service is that the problem was resolved quickly and efficiently and to the customer's satisfaction.

Designing conflict options within an organisation can lead to more satisfied customers and happier staff too. Staff that are well trained in dealing with conflict are able to utilise personal skills and abilities with competence. This removes much of the stress that goes with these particular types of jobs. Also, knowing how to respond to conflict in a productive manner leads to a more profitable business through increased sales and increased customer retention.

Training in conflict resolution is just another way of referring to the art of negotiation.

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