Customer Service Training TIps

Four Words to Resolve Conflicts

In a perfect world, we’d never disagree with customers, co-workers, or family members. In reality, no matter how much we want to live in harmony, there will be differences of opinion. Our challenge is how do we address conflicts without making the situation worse?

The good news is one simple four-word phrase can help you to gain agreement. Here it is: “Help me understand…” Agreements don’t happen when we defend a position. True harmony comes from people feeling like they’ve been listened to. By saying, help me to understand…you’re indicating your willingness to consider their feelings and actions. That goes a long way to helping them become more receptive to yours.



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Jeff Mowatt is a customer service strategist, award-winning speaker, and best-selling author. To inquire about engaging Jeff for your team visit


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