Customer Service

Conflict to Collaboration

Name: Conflict to Collaboration
Uploaded: 2025-05-29T16:00:57Z
Duration: 1 min 13 s
Description: When dealing with an upset resident, the goal is connection—not confrontation. This video offers practical tips for de-escalating tension with empathy, understanding, and clear communication. Learn how to turn frustration into cooperation by listening, validating, and focusing on solutions—not blame.

When dealing with an upset resident, the goal is connection—not confrontation. This video offers practical tips for de-escalating tension with empathy, understanding, and clear communication. Learn how to turn frustration into cooperation by listening, validating, and focusing on solutions—not blame.

Soft Skills

Professionalism

Best Practices

Mark Cukro

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Transcript

How do you handle a customer that's really upset? Well, the first thing is don't make it worse. Don't start complaining with them and definitely don't get defensive. Try to make a connection with that person. Acknowledge what went wrong. Maybe be a little embarrassed and move forward, but empathize with them.

Empathy. I. Is something that is sorely missing from the workforce in society and what, remember we're dealing with humans so as, as technologically advanced as we get, you can't dehumanize your business. Humans need human connection and they need it more than ever before. So the more that you can empathize with someone, understand their perspective, turn that conflict into a collaboration.

If you don't mind, I'd be glad to come in and help. We can find a solution right now. I'll do my very best. Show me where it is. I. Now ask the person to explain to you what happened, not complain about the people that they interacted with. So can you explain to me with the HVAC system, what went wrong, what was done, and how we got here today?

And they'll explain from their perspective. Now, if the person is in your immediate work area for safety, we can't have anyone work in our or be in our Im immediate area.