How To Manage Disputes When A Customer Changes Their Mind?
You have done a lot of work to deliver to your customer, but they have finally changed their mind. They no longer require your services or products, yet you’ve worked so hard to deliver. You end up with a conflict you have to resolve, and one of the most dreaded ordeals is conflict resolution. Customer support is left with a hard time, especially if the client isn’t understanding, but you have to manage the dispute.
Understand the conflict
Why are you in that situation in the first place? In managing disputes, you have to know the cause of the dispute or the roots of the disagreement. You have to understand your perception and be aware of the other party’s perception too. Disputes stem from people having different perceptions, set of goals, values, or interests. Understand the cause of the dispute and aim to handle it from the root going up.
Believe it or not, with dispute management, you have to work together to agree. Take the situation and put it on top of the table, however messy it might be. You then work together on that messy and smelly dispute and resolve it. This makes it easier as you all need to clear the mess in front of you and move along. This makes working together easier. This is better than when you put the mess under the table and assume it doesn’t exist. It continues to smell, and the stench takes hold. To work through a dispute, you have to put it on the table and work together.
Create and maintain a bond with the customer
This might be a good customer doing this for the first time. You have to maintain the bond you have with them and resolve the dispute peacefully. This ensures you don’t lose a good customer because of the dispute. If it is a first-time customer, creating a bond enables you to avoid getting caught up in personal feelings and emotions about each other. Even in the most devastating disputes, bonding defuses the conflict. Bond with the client to successfully leverage your varied viewpoints in the dispute.
With dispute management, aim for the solution that leads to positive results. With this, you retain a customer and avoid negative ratings with your products and services from the customer. Even if they don’t end up buying, you manage the dispute in a way that they feel obliged to recommend your brand to a potential client.