Customer Conflict

Social distancing and contactless procedures may create situation of conflict amongst customers. Listed below are some strategies for addressing customer expectations:

Avoiding conflict

  1. Inform your customer of potential disruptions to service such as entry or service delays due to capacity restrictions.
  2. Inform your customers of government restrictions and new venue policies and procedures.
  3. Set realistic expectations by communicating with the customer – almost half of complaints come from customers having inadequate information.
  4. Be sure to thank your customers for their support, patience and understanding.

Managing conflict

In situations where conflict cannot be avoided, the points below will assist in resolving a conflict.

  1. Listen carefully to what the customer has to say.
  2. Questions can help clarify your understanding of the situation from the customer’s point of view.
  3. Empathise, which is putting yourself in the customer’s shoes.
  4. Apologise without blame.
  5. Look for potential solutions that will meet the customer’s expectations without compromising the venue’s policies or COVID-19 restrictions.
  6. Resolve the problem or find someone who can resolve it quickly. Customers usually prefer the person they are speaking with to solve their problem. If this is outside your area of responsibility seek assistance from someone who can, such as the Hygiene Officer, manager and security if necessary.