Final answer:
The missing phrase is 'interest-based negotiation'. This strategy used by CSRs includes focusing on interests, separating people from the problem, exploring various possibilities, and basing decisions on objective standards for successful conflict resolution and coordination.
Step-by-step explanation:
The phrase to complete the sentence is interest-based negotiation. In the context of customer service, interest-based negotiation is a strategy that customer service representatives (CSRs) should use. This approach is part of a conflict resolution process that emphasizes the importance of the underlying interests of the parties involved, rather than their initial positions. The components of this negotiation style include focusing on interests instead of positions, separating the people from the problem, generating a variety of possibilities before making a decision, and insisting on a solution that adheres to a mutually acceptable and objective standard.
This strategy is effective because it seeks a win-win situation where the needs of all parties are addressed. It is also rooted in the fundamental belief that when people of good faith come together to tackle coordination and negotiation challenges, understanding one another's values and finding a mutual agreement can lead to successful resolutions, even with varying opinions and levels of involvement. Ultimately, the aim is to establish a dialogue-based or consensus-building process, which can be facilitated by a neutral third party if necessary.