What does "conflict resolution" involve in customer service?

Conflict resolution in customer service involves techniques used to address and resolve disputes amicably. This approach focuses on understanding the customer's concerns and finding a mutually agreeable solution, which is essential in maintaining positive relationships and ensuring customer satisfaction. When a flight attendant effectively resolves conflicts, they not only help the customer feel heard and valued but also create an environment conducive to problem-solving.

This process typically includes active listening, empathy, and clear communication, allowing the flight attendant to understand the situation from the customer's perspective and respond appropriately. By addressing the issue directly and working towards a resolution, flight attendants can often turn a potentially negative experience into a positive one, enhancing customer loyalty and trust in the airline.