What should you do FIRST when getting involved in a dispute or escalation?

1. Before you speak with your customer, ensure you have a good initial briefing of the matter from internal colleagues involved in the project or engagement.

2. Map out an internal communication strategy to manage any damage or fallout. Share it with all key internal stakeholders so everyone is aligned.

3. Aim to make every customer interaction a positive experience.

4. Arrange to meet with the customer, ideally face to face. If you are working under COVID restrictions, make it a conference call with cameras turned on.

5. Explain that the purpose of the first meeting is to listen to them and you are not coming with answers.

6. Find out as much as possible beforehand about who you are meeting, their character and personality type.

7. Show empathy.

8. Confirm your commitment to work with your customer, so they know you will remain engaged until the situation is resolved.

9. Use language such as ‘We’ and ‘I’ to personalise your communication.

10. Make sure you consult with your legal advisers and stakeholder management team before making any commitments. You never want to make promises you can’t keep.