Dichotomies and Behaviors in Conflict

When faced with a conflict, customer-facing professionals face a spectrum of options regarding how to behave.

These "dichotomies" are not black-or-white choices, but rather a continuum of behaviors between two extremes that will influence the development and resolution of the problem.

Analyzing these dichotomies is crucial to tailoring the strategy to each situation and customer.

One fundamental dichotomy is that of automated versus human responses.

Automated responses, such as those from a chatbot, are efficient and consistent, but lack the ability to establish an emotional connection or handle complex situations.

On the other hand, human interactions are personalized and empathetic, but consume more time and resources.

The choice between the two extremes depends on the nature of the problem and the type of customer.

For a simple problem, an automated response may be sufficient.

For a complex complaint or customer VIP, human interaction is indispensable.

Another dichotomy is following a script versus being self-directed.

A script ensures consistency and reduces errors, but it can feel impersonal and inflexible.

A self-directed professional can personalize service and be flexible, but runs the risk of straying from company policies.

The key is to find a balance, using the script as a guide, but allowing the flexibility needed to make the client feel special and understood.

There is also the spectrum between being an objective advisor and being a salesperson.

An objective advisor focuses on the client's best interest, even if that means not making a sale.

This builds enormous trust over the long term.

Conversely, a salesperson focuses on short-term revenue, which can result in unnecessary upsells that compromise the client's trust.

The best strategy is to take an advisory position, as a client who trusts you is more likely to stay. generate sustainable income.

Finally, the dichotomy between being formal and informal is vital to the relationship.

Formality is professional and reduces misunderstandings, but it can be perceived as cold or distant.

Informality creates greater closeness and comfort, but it can cross boundaries or be inappropriate in certain contexts.

The key is to calibrate behavior based on the client and the sector.

Formality is expected in private banking, while a more informal tone may be appropriate in a technology company with a younger audience.

Being aware of the consequences of each option allows the professional to adapt their behavior to build and maintain healthy relationships.

Summary

In a conflict, the professional faces a spectrum of options on how to behave. One dichotomy is that of automated vs. human responses. Automated advisors are efficient, but human advisors are empathetic in complex situations.

Another dichotomy is following a script vs. being autonomous. The script ensures consistency, but autonomy allows for personalization. There's also the spectrum between being an objective advisor and a salesperson.

The key is to find a balance in each dichotomy and adapt the strategy. Being aware of the consequences of each option allows the professional to build and maintain healthy relationships, which leads to more satisfying results.