Resolving Internal Team Conflict - Teri's Tip #59

Your customers don't care if there is internal strife and conflict among departments and teams.  All they care about is:  "did you give me what you promised and on-time?"  Therefore, it only hurts the people inside the organization when there is conflict and negative dynamics among each other.

Here are five steps the team/department leader can take to resolve those issues:
1.  Define the situation (be objective, don't place blame on anyone)
2.  State the impact of the conflict (poor image, late on meeting deadlines, miscommunications, etc.)
3.  Open the discussion for reactions (don't offer solutions at this point, just let team members vent, and share their thoughts/feelings on the issue)
4.  Ask for them to come up with a solution (this will get their buy-in and ownership)
5.  Get agreement on solution and set follow-up date (ask for confirmation by all members and determine date and time to meet again for status)

Excellent customer service starts with excellent internal customer service. 

www.retainloyalcustomers.com

 Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within  an organization.  Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success.  Through her presentations, workshops  and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.

Contact Teri at ty@retainloyalcustomers.com

Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees.  Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.