Resolving Conflict in Customer Service

MARC offices, 600 Broadway, Suite 200, Kansas City, Mo. 64105

This course is part of the Customer Service series from the Government Training Institute (GTI)

Great companies allow for spirited disagreements without damaging relationships. They use conflict constructively to help them move ahead, improve processes and simplify systems. This course will show how to put issues on the table in a non-threatening manner and discuss the issues without getting personal. We discuss the concepts of win-win and how to improve the chance of achieving true collaboration.

Learn to identify what customers want and expect when a service breakdown occurs, use the five steps of service recovery as needed per situation, work with the customer to develop a plan of service recovery, identify opportunities to add value to the service recovery process, and complete the service recovery cycle to win over the customer in the process. Leave feeling confident in your ability to be a lifesaver and to problem-solve with your customers for excellent service recovery.

Learning objectives

  • Identify what customers want and expect when a service breakdown occurs.
  • Discuss the steps used to work with a customer in developing a plan of service recovery.
  • Show how to successfully complete the service recovery cycle.
Government Training Institute (GTI) program logo

For more information about this class, or other GTI opportunities, please contact GTI. 

Presenter: Kimberley McConico

Kim McConico from Winning Within and Associates

Kimberley McConico is a Senior Associate for Winning Within & Associates, LLC, a Kansas City-based organizational development consulting firm. Kim is a recognized speaker, educator, entrepreneur, and published author.

Kim has worked with nonprofit organizations, businesses, and faith-based organizations. She’s known for her ability to capture the listeners with visuals and humor and teach with clarity. Her passion is to educate, inform and help empower people of all ages so they can achieve their goals, dreams, and visions. Kim worked in the technology field for over 13 years in IT Project Management and Customer Service Support Management. She helped businesses improve help desk and desktop support; thus improving customer satisfaction and boosting employee morale. She created process workflows to improve service and support and later furthered her education by earning a White Belt in Six Sigma. She earned her Bachelor’s Degree in Journalism from The University of Kansas.

Focus Area: Local Government