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CASE STUDY / T H OM AS-K I L M AN N CONFLICT MODE INSTRUMENT / PAGE 1
Call Centers Can Increase
Customer Satisfaction Through
Effective Conflict Management
New Study Finds That Call Reps' Preferred
Conflict-Handling Styles Affect Customer Satisfaction
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CASE STUDY AT A GLANCE
STUDY OVERVIEW:
Study focuses on one call center in the Pacific
Northwest, one of 10 inbound U.S. call centers
operated by a major telecommunications provider.
The company agreed to participate in a study
undertaken as part of a doctoral dissertation to
investigate the relationship between customer
satisfaction and preferred conflict-handling styles.
CHALLENGE:
Call center managers face many challenges, two
of which are addressed by this study: meeting
customer satisfaction targets and getting the most
from t ...