In today's dynamic business landscape, organizations across sectors face the challenge of navigating high-conflict customer interactions. Megan Hunter, known as The Conflict Influencer and leading expert in high-conflict personalities, and Liz Hunter, seasoned high-level customer relations expert, present a comprehensive guide tailored for companies with customer relations departments, as well as government ombudsman offices and any organization that interacts with customers, clients, or complainants.
Drawing from their extensive experience and expertise, the authors offer invaluable insights, practical strategies, and proven techniques on what to do beyond building rapport and keeping someone calm. They offer the necessary steps for helping the consumer feel heard and helped. They will teach you to go beyond the ordinary and become a Conflict Influencer for managing and resolving high-conflict customer interactions. Through a blend of real-world case studies, research-informed methodologies, and actionable advice, this book equips readers with the tools they need to transform challenging encounters into opportunities for positive outcomes.
Key topics covered include:
Understanding the psychology of high-conflict individuals: Explore the underlying motivations and behaviors driving high-conflict customers, enabling organizations to respond with empathy and logic. Proactive conflict prevention strategies: Implement proactive measures to mitigate conflict escalation and foster constructive communication channels. De-escalation techniques: Learn the proven CalmB4Think de-escalation strategy to defuse tense situations and guide interactions toward resolution. Effective communication skills: Develop communication skills to navigate difficult conversations, build rapport, and shift upset people into logical thinking instead of remaining stuck in defensive reactivity. Conflict influencing frameworks: Utilize structured approaches and conflict resolution frameworks to facilitate fair and mutually beneficial outcomes. Organizational best practices: Establish organizational protocols, policies, and training programs to support frontline staff in handling high-conflict interactions professionally and effectively.
Whether you're a seasoned customer service professional, a frontline employee, or a manager overseeing customer relations, "Mastering High-Conflict Customer Interactions" provides essential guidance for transforming challenging encounters into opportunities for enhanced customer satisfaction and organizational success.
