"Incivility" (such as abrasive or rude behaviour which shows up in conflict) is on the rise, and it's affecting client-facing businesses. The risk of client relationships deteriorating is higher with online businesses because the interpersonal connection isn't as strong as "real world" interactions. While having a rock-solid contract is a must, it's only one piece of the puzzle when it comes to conflict-proofing your business.
What we will cover:
what's going through your client's mind in a conflict
what happens in our own brains in conflict
the unexpected steps you can take to curb conflict before it starts
simple and easy steps you can take in your business to respond to client-related conflict and make the relationship stronger
Presented by Susannah Margison