How do you handle a customer conflict in a project?

Answer 1

Give the customer some time to vent and apologize when you can. Then start the conversation from the beginning, asking questions and taking notes, and solving problems. The customer is only upset because their computer is not functioning properly. Remember the reason you are there is to help and fix the problem.

Answer 2

Firstly everything has to be documented and agreed upon before the implementation started. Part of any agreement should be the change management procedure. Once that is done, then all changes and conflicts are controlled by the change management procedure. If change management procedure are not in place, then it's imperative to put one in place to handle customer conflicts.

Answer 3

agree with them if its within company policy otherwise defer to the asst manager

My Take:There are entire courses in college devoted to this but....

Be polite

Don't agree to anything against company policy

If you own your own business you can tell the customer to go away, I have and been sued for it (and won)

Do not allow them to threaten or assault you. ( it helps if there is a witness if it goes this far wrong)

If necessary call the police rather than physically confront the customer.