Conflict with customers

Conflicts with customers cannot be completely avoided. However it is important to manage conflicts, otherwise they will grow bigger and may become unresolvable. The conflict ladder can help you understand how to prevent a conflict from developing, and how to de-escalate a conflict.

The conflict ladder shows how a simple disagreement can easily escalate to a point where the object of the conflict is forgotten and there is only yelling. But what actually happens to the customer? And how do you get control of the individual steps in the conflict?

As an employee at a shop, you’ll be in the line of fire if there is a conflict with a customer. It’s therefore important that you understand how to stop conflict from escalating and to de-escalate conflicts if they develop.

As a manager, you are responsible for preventing conflicts with customers as best as possible, and that employees and management are well equipped to handle the conflicts that do arise. It includes to create a good framework and clear guidelines – and that you as a manager follow up and create security.

As the health and safety group, you can contribute to preventing conflicts with customers by looking at the organization of work and by putting conflicts on the agenda, so that you gain common knowledge and understanding about prevention and handling.