complex situations in clear, concise language they can easily understand. * Find common ground: Look for shared interests or experiences to create a personal connection. This could be anything from a love for classic cars to a shared appreciation for a local sports team. ACTION STEPS 1. Practice role-playing different customer scenarios with colleagues. 2. Cultivate a library of videos and photos to help explain complex problems. 3. Match a customer's communication style to improve your connection. SERVICE CONFLICT RECOVERY AND RESOLUTIONS Conflict in the service department is inevitable. But the resolution process presents an opportunity to turn dissatisfied customers into loyal advocates. The HEARD model (Hear, Empathize, Apologize, Resolve, Diagnose) offers a structured approach to de-escalating conflict and finding a resolution. Hearing the customer out and empathizing with their situation sets a positive tone for the conversation. A sincere apology can go a long way in mending fences, followed by a commitment to resolving the issue and a thorough diagnosis to prevent future occurrences. MAY JUNE 2024 || FIXED OPS MAGAZINE 41http://getbayley.com