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Customer Service representative in his aim to provide excellent service must never promise everything to his customer. The customer must be aware of the limitations the company can provide and extend. Show your willingness to assist them in any way but do not give false hope so customers won't be expecting too much. If customers are discussing details, listen attentively and be sure to understand their concerns and find a solution quickly with follow-up.
Customers are the main source of revenue and a customer service representative's main task is to serve the customer. However to avoid conflict, you may follow the steps:
1. Always think from customer's point of view. May be if you were in his/her position, you would have acted the same.
2. Always lower your voice with empathy and patience.
3. Try to use your communication skills to convince the customer.
4. And last but not the least, never hesitate to apologize to the customer. A simple 'sorry' can make a lot of difference even if the customer is actually wrong.
The best way to avoid conflict is to be transparent and very clear. Do not ever make false promises.
The best way to avoid conflict is to be transparent and very clear. Do not ever make false promises. If possible document the deal.(means keep everything in writing).
