A Camera Conflict

Tom is a supervisor at acall center, where phone attendants field calls from the general public who need help with customer service or troubleshooting their new camera. Now that the camera company has launched a new product, Tom is noticing more calls from customers confused about the various features of the device. Attendants try to explain the devices to their new owners, but the calls seem to be ending in angry or frustrated customers who exclaim they will just return the product and get their money back.

Tom is questioning whether it's the camera causing the problems, or if something is being missed in handling the phone call appropriately to mitigate the conflict and keep the customer happy and satisfied. After listening in on a few calls, Tom has decided to look at the various reasons that conflicts occur in customer service and resolution techniques he can pass along that will help solve the problem.

In your group and in light of the above case discuss the following

1. Conflict causes; discuss the various reasons that develop conflicts. Discuss the common denominators that determine the root of conflicts in general. (at least 5 causes) - 5 points
2. Resolution Styles: There are a number of resolution styles. All have advantages and disadvantages, though some styles tend to be a little more successful in consisting of resolving conflicts at work. discuss the most common resolution styles (at least 5 styles) - 5 points
3. Resolution Techniques: Understanding that conflicts can arise as a result of a variety of interactions and reasons and being able to identify your personal approach to dealing with a disagreement can help you better understand ways in which you can work to resolve those issues quickly and efficiently. List and discuss some resolution techniques that can help temper customer service conflicts. (at least 5 techniques) - 5 points

Overall document introduction and summary - 5 points