The Importance of Conflict Resolution in Customer Service


At FairClaims, we understand better than most the frustrations that parties feel when they believe they’ve been wronged.  Disputes create a heightened state of emotion, especially when the dispute involves something immensely personal – like a vehicle or home.  Conflict resolution is no longer something reserved for lawyers and corporations, it’s something that all companies have to consider in their day-to-day operations.

When a vehicle is damaged, or a home-improvement job goes south, there is often a visceral reaction, as if the wrong was directed at the person rather than the property.  Often this means anger toward anyone involved in a dispute, be it the renter or contractor who damaged the property or didn’t complete a job, or the marketplace that brought the two parties together.  This can spiral, as the wronged party incites the emotion of the other side who may feel that their skill or credibility is being impugned.  And of course these frustrations sometimes boil over, leading to some testy interactions with both sides.

Which is why it is important to understand how to deescalate emotional customer interactions and resolve conflicts before they spiral.  The top tips?  Listen and remain neutral.  Customers often simply want to express their frustrations and vent, and it is the job of a skilled customer service representative to hear what they have to say.

At FairClaims we practice many of these tips on a daily basis to help enterprise customers and their users resolve disputes using various conflict resolution tools, including arbitration and mediated chat as an alternative to court.  Check out the full list of deescalation tips here, and share below any other you use in your business!