Conflict Resolution Techniques
Designing a Framework for Resolving Customer Conflicts About Unmet Expectations
This prompt helps customer support teams create a framework for handling conflicts related to unmet customer expectations. It focuses on empathetic communication, understanding the root cause, and proposing actionable solutions to rebuild trust and satisfaction.
Responsible:
Customer Support
Accountable, Informed or Consulted:
Customer Success
THE PREP
Creating effective prompts involves tailoring them with detailed, relevant information and uploading documents that provide the best context. Prompts act as a framework to guide the response, but specificity and customization ensure the most accurate and helpful results. Use these prep tips to get the most out of this prompt:
Gather common customer complaints or conflicts related to unmet expectations.
Collaborate with product and success teams to understand typical causes and solutions.
Prepare example scripts or responses for specific scenarios.
THE PROMPT
Help create a framework for resolving conflicts with customers who feel their expectations were not met by [specific software product or service]. Focus on:
Acknowledging the Issue: Recommending empathetic responses, such as, ‘I understand how this situation might have been frustrating, and I truly appreciate you bringing it to our attention.’
Understanding Their Perspective: Including questions to clarify the concern, like, ‘Can you tell me more about what you were expecting and how we fell short?’
Explaining the Context: Offering transparency where needed, such as, ‘Here’s what happened and why. We value your feedback and want to make this right.’
Proposing Solutions: Suggesting actionable remedies, like, ‘To resolve this, we can [specific solution, like extend your subscription, provide a refund, or offer additional support].’
Following Up: Ensuring satisfaction post-resolution, such as, ‘I’ll follow up in [specific timeframe] to ensure the solution works for you and address any additional concerns.’
Provide a detailed framework template that support teams can use to manage conflicts about unmet expectations effectively. If additional details about the conflict type or customer feedback are needed, ask clarifying questions to refine the framework.
Bonus Add-On Prompts
Propose strategies for de-escalating emotionally charged situations during conflict resolution.
Suggest methods for turning resolved conflicts into opportunities for customer loyalty.
Highlight techniques for documenting resolved conflicts to improve future interactions.
Use AI responsibly by verifying its outputs, as it may occasionally generate inaccurate or incomplete information. Treat AI as a tool to support your decision-making, ensuring human oversight and professional judgment for critical or sensitive use cases.
SUGGESTIONS TO IMPROVE
Focus on conflicts stemming from product features, billing, or customer support delays.
Include recommendations for using positive language to redirect negative conversations.
Propose ways to offer goodwill gestures, like discounts or complimentary services, as part of resolution efforts.
Highlight tools like CRMs for tracking conflict history and resolution success.
Add suggestions for involving managers or senior support agents for high-stakes conflicts.
WHEN TO USE
To handle customer complaints where expectations have not been met.
During training to equip support teams with conflict resolution skills.
When addressing common themes in customer dissatisfaction.
WHEN NOT TO USE
For disputes requiring legal or compliance intervention.
When dealing with conflicts unrelated to the product or service.