Conflict in a written communication
Reasons for the formation of a conflict through written communication can pose a very high and very rapid risk. The first thing we are supposed to know in order to avoid this risk that can cause conflict unnecessarily is to identify the risk and avoid it before it appears or alternatively if it already exists to deal with it in the most correct and effective way.
Such a conflict can be created if by a person of a character who tends to be caught up in many conflicts due to
high conflict personality, or due to a reaction of the season which can drag the other side to bitter anger frustration and soon.
The deeper we understand the meaning of the matter, the more we can prevent a future conflict that can be dragged through written communications.
As opposed to a face-to-face encounter or if we call verbal communication terminology, where you can see who you are up against and activate your instincts to identify the person on the other hand whether they are angry and disgruntled or frustrated. In written communication you don't always know who the person typing on the keyboard, who is writing the email responding on Facebook sending the text message via mobile and more. Therefore, it is more easily possible to prevent this if we strictly and meticulously adhere to our response to the other side.
The person who answers has the tools to prevent stress or conflict by one answer or another.
Do not question what the other side's positions are in relation to that situation, we tend to analyze and determine why this person has been writing that. There is no need for speculation. In most cases we respond to one person or another with out stopping and think for a moment! we are just placed in the defensive position.
When it comes to customers - they expect the best treatment and therefore verify their expectations, provide the best service you can provide without paying attention to the anger that sticks out between the lines of the writing customer. You will directly address the customer's request.
Quick response - It is very important to respond to the customer quickly and in a quick and relevant way but with attention! a quick response means you respect the customer and provide him with the response consumed in real time. The response should not be impulsive but logical and therefore quick is a subjective matter - it is important that you read what you wrote before you sentit!
As opposed to customer service - when it comes to a personal relationship it is best not to react quickly (despite the difficulty of it), and to wait. A personal relationship is a relationship that embraces many emotions such as anger respect, and so on. The waiting time allows the opposing party to re-read what he wrote and even in many cases change or add on the script, in more time allowing you to think more logically and in a less impulsive way.
If the same customer still remains angry and disgruntled, it is worth to mention in your response that you are sorry for he feels like that and you will do your best to make things better.
When it comes to providing customer service - if you think the customer's request is beyond common sense - stick to your principles and do not deviated from them, the other party will respect you if you adhere to the company's principles.
Written communication is a danger, but on the other hand, it is an efficient and cost-effective tool especially today with the pandemic. Today's era allows us to embrace a world and provide a fast service to a large target audience thanks to the written communication but at the same time we must not forget that beyond the computer, mobile, tablet or any electronic device stands a person with feelings and as easy as the hand on the computer it can lead to unnecessary conflict or tension.