What is the best way to minimize conflict with a customer?

Remaining friendly towards the customer is an effective way to minimize conflict because a positive demeanor can help de-escalate tense situations. When a representative maintains a friendly and approachable attitude, it can create a more positive interaction and foster a sense of trust and understanding. Customers are more likely to feel heard and valued, which can lead to a more collaborative dialogue rather than a confrontational one.

In contrast, while offering discounts or incentives might temporarily address a specific issue, it does not necessarily solve the underlying conflict or improve the overall customer experience. Escalating the call immediately can sometimes frustrate customers further, as they may feel that their concerns are not being taken seriously or addressed promptly. Redirecting the conversation to another topic may come off as dismissive or evasive, potentially aggravating the customer. Therefore, maintaining a friendly demeanor focuses on relationship-building and can help in effectively addressing the customer's concerns while reducing the likelihood of conflict.