Jeremy Felder, Business Management Consultant, on Best Practices on De-Escalating Customer Conflict

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Jeremy Felder, Business Management Consultant, describes the best practices on de-escalating customer conflict within the workplace.

Throughout his career, Jeremy Felder has been faced with his fair share of irate and frustrated customers. Due to the nature of his clientele, he has gained superb communication skills and has implemented effective strategies on how to de-escalate customer conflict.

When faced with a frustrated customer Jeremy Felder commits to the AURA method, Agree, Understand, Recommend Alternatives, and Affirm Plan of Action. By following the four-step process, Jeremy Felder has found executing effective conflict-resolving behaviors to be second nature.

The first step to relieve conflict is to agree with your customer. Empathy is a powerful tool that can help defuse any tension between you and a customer. By letting a customer know that their concerns are important and valid, you will soon move from an opponent to an ally.

A customer who expresses his or her frustrations is an emotional one. Due to this, the second step is to understand your customer genuinely. To help your customer feel understood, Jeremy encourages active listening. Active listening is a valuable tool that helps you understand what someone and indicates your attentiveness to the conversation. Active listening also creates an environment that will allow your customer to speak on a deeper level and gain more trust and respect for you.

Once you establish an understanding of your customer's concerns and perspective, you can implement the third step, proposing alternatives. When offering new alternatives, restate your customer’s concerns and propose two possible solutions that you are able to fulfill. Doing so will help your customer feel less overwhelmed and more in control of the situation. If the customer dismisses both of your solutions, find common ground. Work with them until you are able to agree on a solution.

Once your customer has selected an option, you are ready to execute the final step, affirm a plan of action. Before you end the conversation confirm that you have addressed your customer’s concerns and are committed to resolving them. By affirming your plans, it not only demonstrates great customer service skills but ensures you are not wasting your time on a solution that a customer disagrees with.

Integrating the AURA method into your own customer conversations will take some practice but it is well worth your while. Jeremy Felder reassures that using strategic methods like these will not only de-escalate customer conflict but increase customer satisfaction.


As a business management consultant, Jeremy Felder plays an essential role in helping other organizations rethink their current business practices. By assessing, prioritizing and executing Jeremy Felder helps other companies implement an innovative business strategy.

Currently, Jeremy Felder is a member of ACA International, an organization which represents collection agencies, creditors, debt buyers, collection attorneys, and debt collection industry service providers. Through the ACA, Jeremy is certified as a CCCO (certified Credit and Collections Compliance Officer), PCS (Professional Collection Specialist), and ACA International Scholar.

Before his time as an independent consultant, Jeremy Felder worked as Chief Compliance and Operations Officer at Chase Receivables. While there, Jeremy Felder helped to optimize business processes and enacted cutting-edge initiatives to keep Chase Receivables a leading influencer in the industry.

Additionally, Jeremy Felder has pursued a few entrepreneurial endeavors. Jeremy was the Co-Owner/Operator of Critical Response Training Associates (CRTA), a consulting company that offers health and safety accident-prevention and response-oriented training solutions. Along with CRTA, Jeremy Felder also founded a snack product distribution startup, where created a prominent web presence and spearheaded social media outreach.

Due to these early experiences and more, Jeremy Felder has stayed as an entrepreneurial visionary and brings his passion and expertise to his current consulting profession.

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Jeremy Felder

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since: 12/2016
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