Assessing and Approaching Conflict
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- Cary: Hello Sam, Greg, and I would like to talk to you about our concerns with Bobby (the customer service representative). Greg: Bobby is not doing his part as supervisor. He does not know how to handle customer complaints and is never around to assist us when needed. Cary: Even when he is around, his interactions with customers are unprofessional. He often blames issues on the customers themselves, or on other employees, and almost never fully resolves their complaints.
- .Sam: Thank you for bringing this to my attention. I’d like you guys to talk me through the details of the customer complaints and Bobby’s behavior so I can gain a more comprehensive understanding of the situation and its impact on employees. I am going to write this all down.
- Sam: Hi Bobby, I called this meeting today because I’d like to give you an opportunity to discuss your recent behavior. I have noticed that your interactions with the customers have been quite limited and you are leaving the employees to handle these problems on their own. I feel that this has been why the department is struggling with increased complaints.
- Bobby: I don’t know where this is coming from. The customer service employees always come to me with every little complaint. They don’t know how to handle anything on their own. I don’t have time to deal with every little customer issue, I have other responsibilities.
- Sam: From what I understand, you feel as if the employees need to be more independent. I sense that this is making you frustrated and overwhelmed. However, it is important to recognize that as a team leader, you have a responsibility to manage and be there for your employees. I also believe it is important that you do interact with customers as much as you can, as it is a part of your job. Let's talk more about this problem. What do you think is going on? How do you think we should go about this issue?
- Bobby: I have been very overwhelmed with the workload right now and I feel as though I can't handle the complaints. Maybe some additional training would be beneficial? Sam: What if I have a professional customer service representative come and give you some on-the-job training? This will provide you with an opportunity to learn more about how to deal with complaints and manage a team. Bobby: That would be great! I know with this training I will be able to perform the job more confidently and overcome these challenges.
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