Service Conflict and Resolution
/By Caleb Heinselman
As Coffee Techs, the most stressful moments are when our customer feels we’ve let them down.
For we all know the things that keep us content and happy are the relationships we maintain, along with the equipment we keep up and running.
Unfortunately, there comes a day where the alliance you feel you had a firm grip on is tested, and you get that call that sends your day/week/month into turmoil.
These situations can be the trickiest to manage. As technicians, we have to do our very best to keep a rational mind, do our best to understand what the customer is feeling, and determine a fair but firm resolution where both parties can walk away feeling that the relationship has not been diminished, but strengthened. We cannot forget these moments are opportunities to highlight our professionalism - both as a technician and as the company you are representing.
Of course, we have all had those situations where, in the heat of the moment, none of that matters, and we flick into confrontation mode. Stress, over caffeination, waiting customers, small spaces, and personality differences can all play a significant role in how we manage customer/tech conflicts.
We have all heard of call-outs that quickly turned into nightmare situations, where we are just thankful it was someone else who had to manage it.
But, what if now – it’s your turn?
Here are some insights and ideas that may help when the time comes. And it will.
First off, getting used to these types of experiences will take time and practice. As humans, we are all different, which means we react to situations differently as well. It’s important to understand that frustration and anger are natural reactions to events/situations we do not agree with; so, the first job here is to not immediately switch to defense mode. Rather, we need to find a mutual ground where both parties can feel more at ease moving forward.
This means really listening to your customer, to fully understand where their concerns/anger/ frustrations are coming from. Spend some time in their shoes. 9 times out of 10, staying calm and listening will be the single biggest factor in helping defuse a situation.
It is important at this stage to remember that conflict is normal in all relationships. Be confident in your ability to manage conflict, and stay calm.
Listen first, and say nothing. Do not feel compelled to immediately defend your feelings about the issue.
Repeat the issue back to the customer to ensure you fully understand what they are saying.
Use open body language, as well as neutral words/phrases.
“I see where you are coming from.”
“I can understand that.”
“You’re right, I would be upset as well.”
Once you have let the customer speak their mind and confirmed the issue from their point of view, most customers are now ready for a rebuttal: you, challenging them back.
Now, this is your time to be clear, calm, and unemotional when explaining your professional opinion of the situation, allowing them to understand your point of view.
Explain your solution and the work it will take. Use clear and concise communication skills. State only the facts of the situation and your proposed resolution without getting triggered into conflict. If you agree that what your customer is saying is reasonable and based on fact, it gives you a great starting point to work with. Remind them you are here to help.
It could sound like this:
“I have heard what you have had to say, and you are right, I would feel the same way if I were in your situation. Here is what I can do to help you…”
This, coming from you, changes the gears in the customer’s mind and immediately puts them into listening mode. Now, you’re in this together.
Another critical element in shaping your response here – particularly if a customer is still confrontational – is understanding exactly what type of culture your service department promotes. Know what resources, if any, are also provided to you to help defuse and de-escalate a situation. For example, to help reduce friction and help pacify the customer, do you have the authority to offer a reduction in service cost? Does your company empower its Techs to offer such compensation, as a gesture of goodwill and relationship building?
This kind of empowerment helps the tech perform a little bit of magic for the customer. This could be a certain amount reduced from labor charges, or the removal of the service fee. Some companies may require management authorization first, so be sure you understand your departmental procedures when dealing with these situations (and never forget we need to retain continued professional business with all our customers).
For service techs who work for roasters, coffee provided as compensation is a common way of helping smooth a situation. These gestures (if allowed) will reinforce customer appreciation, build understanding, and provide greater transparency around both you and the service company you are representing. This can go a long way to developing sustainable, long-term tech/customer relationships.
Of course, if resources are not available to help smooth over the issues, we need to remember the most important skills in taking the heat out of the moment and finding a way forward – continue listening, be clear and concise in your responses, and remind them you’re here to help find a solution.
If your instincts are telling you the customer is just trying to take advantage of your services, or if the situation has unfortunately turned into direct abuse and no immediate resolution is possible, then at this point it may be advisable to bring your service manager/supervisor into the fold.