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Conflict Resolution & Problem Solving Flashcards

7 cards from real CCRM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Conflict Resolution & Problem Solving flashcards as text

  1. A long-term client threatens to leave after a conflict. What is the most important step before attempting to retain them?

    Answer: Understand the full scope of their grievance through active listening

    Fully understanding the client's grievance is essential before any retention strategy can be effectively designed.

  2. Which conflict resolution approach is most appropriate when preserving the relationship is more important than winning the argument?

    Answer: Accommodating

    Accommodating prioritizes the other party's needs and is appropriate when relationship preservation outweighs the immediate issue.

  3. What is the role of emotional intelligence in client conflict resolution?

    Answer: It enables the CCRM to recognize and manage both their own and the client's emotions effectively

    Emotional intelligence helps CCRMs navigate emotionally charged situations by managing their own reactions while empathizing with clients.

  4. During problem-solving, a client proposes a solution that would benefit them but harm your company. What is the best response?

    Answer: Acknowledge the proposal, explain the impact, and suggest an alternative

    Acknowledging the proposal, explaining constraints, and offering alternatives maintains goodwill while protecting company interests.

  5. A client is unhappy with a resolution that was previously agreed upon. What should the CCRM do first?

    Answer: Re-open the dialogue to understand what specifically is not meeting their expectations

    Re-opening dialogue to understand specific dissatisfaction identifies whether the original resolution was misunderstood or genuinely insufficient.

  6. What is 'BATNA' and why is it important in client conflict negotiation?

    Answer: Best Alternative To a Negotiated Agreement; it defines your walk-away point and strengthens your negotiating position

    BATNA defines the best outcome you can achieve if negotiations fail, giving you a clear threshold for acceptable agreements.

  7. A client conflict has been resolved, but the client remains emotionally distant. What is the CCRM's next step?

    Answer: Schedule a relationship-rebuilding touchpoint to restore trust and connection

    Proactive relationship-rebuilding touchpoints signal genuine care and help restore trust after a conflict has been formally resolved.