It depends on what the conflict is about. If it's due to an error on our part, then the best course of action would be to apologize, let them know we understand their concern, and resolve it as best we can with velocity. However, if the conflict arises due to a misunderstanding of policy or procedure, advise the client we understand their concern, remind them of the policy or procedure, inform them we will escalate their concern to management, and in the meantime, we must adhere to certain a policy or procedure until management states otherwise.