How can you maintain a positive relationship with customers after a conflict?

2 Apologize sincerely

The next step is to apologize sincerely for the inconvenience, mistake, or problem that caused the conflict. Even if you are not at fault, you can still express regret for the situation and take responsibility for finding a solution. Avoid making excuses or shifting the blame to others. For example, you can say "I'm sorry for the delay in your order, Mark" or "I apologize for the misunderstanding, Lisa".

3 Offer a solution

The third step is to offer a solution that meets the customer's needs and expectations. Don't make promises you can't keep or offer options that are unrealistic or unfair. Instead, focus on what you can do to fix the problem and satisfy the customer. For example, you can say "I can expedite your shipment and waive the fee, Mark" or "I can give you a 10% discount on your next purchase, Lisa".

5 Ask for feedback

The fifth step is to ask for feedback from the customer after the follow up. Don't be afraid to hear their opinions and suggestions on how you handled the conflict and how you can improve your service. Instead, invite them to share their thoughts and feelings with you and show that you value their input. For example, you can ask them to fill out a survey, a review, or a testimonial to say "How did we do, Mark?" or "How was your experience, Lisa?"

6 Learn from the experience

The sixth and final step is to learn from the experience and use it to improve your skills and processes. Don't repeat the same mistakes or ignore the lessons that the conflict taught you. Instead, analyze what went wrong, what went right, and what you can do better next time. For example, you can update your policies, train your staff, or enhance your products to prevent similar conflicts in the future.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?