Tom is a supervisor at a call center, where phone attendants field calls from the general public who need help with customer service or troubleshooting their new camera. Now that the camera company has launched a new product, Tom is noticing more calls from customers confused about the various features of the device. Attendants try to explain the devices to their new owners, but the calls seem to be ending in angry or frustrated customers who exclaim they will just return the product and get their money back.

Tom is questioning whether it's the camera causing the problems, or if something is being missed in handling the phone call appropriately to mitigate the conflict and keep the customer happy and satisfied. After listening in on a few calls, Tom has decided to look at the various reasons that conflicts occur in customer service and resolution techniques he can pass along that will help solve the problem.

want to know the resolution techniques