The Art of Navigating Client vs. Team Conflict

No matter how strong your processes or positioning, sooner or later, you’ll face conflict between a client and your team. As a Client Service Leader, all eyes are on you to manage it effectively.

It’s high-stakes, so let’s ensure you’re equipped with a solid plan before tensions arise.

Step 1: Know What Happened

You can’t address conflict without facts. Centralized communication threads and recorded calls are essential—not optional.

When issues arise, you need the ability to:

• Review logs
• Listen to calls
• Check health scores
• Analyze communication patterns

Here’s how to ensure your team is always prepared:

Client Communication Non-Negotiables

1. No DMs: All conversations happen in public shared channels.
2. Record all calls: If clients insist on using their platform, ensure your recording bot is present.
3. Sync emails: Use a shared CRM (e.g., HubSpot).
4. No personal texts: Use company numbers synced to a shared inbox (e.g., Front App).

Make these procedures part of onboarding, and conduct regular checks to ensure compliance.

Step 2: When the Client Is Out of Line

No bullying. No exceptions.

Your clients are partners—not dictators. If a client is disrespectful, fire them on the spot.

This sends a powerful message to your team: you value them and won’t tolerate toxicity in their workplace.

Why it’s worth it:

• The revenue impact of a burned-out team member is far greater than losing one bad client.
• Burnout leads to churn, cultural instability, and higher recruitment costs.

Protecting your team’s morale is a long-term win—for them and for your business.

Step 3: When Your Team Member Is Out of Line

When your research points to your team’s mistake, handle it strategically.

Start by diagnosing the issue:

• Was it an expectation gap?
• Did personality differences play a role?

If it’s a coaching opportunity, empower your team member to own their mistakes and repair the relationship. Avoid swooping in unless absolutely necessary—this helps maintain their credibility with the client.

But if there’s a deeper issue:
If a team member is unwilling or unable to meet client service standards, they may not be the right fit. Retaining someone who erodes client relationships or team morale has long-term consequences.

Your client service culture will only rise to the lowest level of tolerated behavior.

Delivery System: Regular CS Call Reviews

Hold monthly team reviews to listen to submitted call clips. Ask your team: “How would you have handled this?”

This encourages organic coaching and showcases different engagement styles. Regular reviews also normalize feedback, reducing defensiveness when real-time coaching is needed.

Navigating client-team conflict is one of the hardest—and most rewarding—parts of leadership. Equip yourself and your team with the tools, processes, and culture to handle it with confidence.