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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......

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Title: Conflict Management
Approximate Word Count: 1959
Approximate Pages: 8 (250 words per double-spaced page)

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