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Room To Discuss Workplace Conflict]
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The Service & Hospitality Industry - Conflict,
If you are in the service
or hospitality industry you KNOW what you are selling is customer satisfaction.
Hotel's don't sell rooms or a place to sleep. They sell customer satisfaction
and comfort. Restaurants don't sell food, they sell service, luxury and
comfort. It doesn't matter what service or hospitality industry your are
in--you live and die by customer service, customer satisfaction! Financial
institutions sell service. Insurance companies sell service and support
why the heck are you reading this? Because
meeting the customer service challenge ins difficult. Of course it takes
management commitment. But it also takes:
That where we come in. We help companies in the service
sector prepare their staff to PREVENT conflict, both with customers, and
with co-workers. We help prepare staff to deal with difficult customer,
the hostile customer, or even worse that customer from hell who takes great
joy in manipulating staff and management, as if it's some jolly game.
staff skilled in conflict prevention with clients and customers
staff skilled in "recovery" what you do when things go wrong with service
staff who don't waste time in internal squabbling and conflict with coworkers
Conflict Prevention With Clients
Many staff (people) communicate with customers in ways
that put them off. It's not that they do it intentionally--they just use
language in ways that offend people or throw gasoline on the fire. In some
cases, staff can create customer problems when none exist. Imagine the
effect on the hotel clerk who responds to a complaint by saying "Sorry,
Sir, ther's nothing I can do, you'll have to live with that noisy vent",
and then walks away. Heck, it's polite, but
you might as well tell the customer fo "f*** off". And now there's a problem
that could have been avoided with proper handling -- with the use of what
we call COOPERATIVE COMMUNICATION.
Through our book, Conflict
Prevention In the Workplace we teach people the difference between
language that causes confrontations and language that encourages cooperation,
either with customers or co-workers.
We also design
and deliver custom-designed seminars on this
topic. No canned stuff. We teach people the use of conflict prevention
techniques using examples from THEIR workplace and company. We can do that
in various time spans--half-day, 1 day or two day, depending on needs.
For details call us at (204) 888-9290.
What's the bottom line with conflict
prevention? With respect to customers, it SAVES time because it prevents
escalation of conflict, disagreement, etc. It saves stress, by keeping
things in control. Everybody wins. Customers feel they are being treated
well, and come back. Oh, and managers don't have to get involved as often
with customer disputes.
Recovery - When Things Get Buggered
It's impossible to get
things perfect. Stuff happens...mistakes get made. What KEEPS customers
from giving up on you is how your staff and company recovers, or treats
the angry customer when there is a problem. How do your staff deal
with an angry customer? Are they defensive (that's big trouble)? Do they
get aggressive (kiss your customer goodbye)? Are they helpful and supportive?
Do they know what to do and say even if they CAN'T fix the customers problem?
They'd better be able
to do this right.
Hw can we help.? First
we can design and deliver custom-designed
seminars on defusing hostile customers. We
do it your way, consistent with your company policies. Send us email for
more information at email@example.com
We have produces several books
and workbooks on defusing hostile customers (see left hand side of this
page). At the moment we don't have a version for the service and hospitality
sectors, but may do one in the future. However, the principles are the
Bottom Line: We teach you and
staff how to deal with the difficult, the ornery, the offended, the angry,
and the manipulative customer, so if you want to keep them as customers
Teamwork & Internal Conflict
Still with us? It's impossible
to provide effective customer service if staff don't work in concert and
in harmony. THey need to be harnessed and pulling in the same direction,
not in different ones. And, yes, there's an art to it, and people can learn
to hanlde internal conflict much more effectively, and to prevent it from
occurring in the first place.
We can consult with you to create
a plan to help staff work together. We can work with you to teach those
"ole" conflict prevention techniques. Or we can provide multiple copies
of Conflict Prevention In The Workplace at
a significant discount.
OK. I could go on and on and
you have better things to do than read more. Here's the summary:
We provide training, publications
and do motivational speaking on the subject of conflict, communication
and customer service for the service and hospitality industry. (hotels,
restaurants, insurance, finance, etc).
Contact us by email at firstname.lastname@example.org,
by phone at (204) 888-9290 or fax at (204) 888-2056