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Handling Conflict, Part 1

Published by Pineapple Academy

This video provides guidance on handling customer complaints, active listening, and conflict resolution in a foodservice environment. The content can be applied to various industries, including customer service, retail, and finance.

Objectives

To understand the importance of staying calm when dealing with customer complaints; To learn how to actively listen to customers and resolve conflicts

Roles

Sales Associate; Customer Service Representative; Server; Financial Advisor

Departments

Foodservice; Sales Floor; Front Desk/Reception; Customer Service

Industries

Retail; Finance; Customer Service; Healthcare

Tags

active-listening; customer-service; conflict-resolution

Topics

Active listening; Handling customer complaints; Conflict resolution

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“In 2022, our turnover was 112%... investing in people became an even bigger priority. That’s when we first started working with Pineapple Academy... our turnover is now 63%.

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Brigitte Burke
AVP, Food and Nutrition Services

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Josh Miller
Principal Consultant and Content Creator

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I think that's key with the associates we're seeing that are coming in - a little bit younger and a little less experience - giving them the trust that it's okay to make a mistake and build that learning, teaching culture."

Todd Hollander
Director of Dining & Event Services

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