Sie stehen vor einem Kunden, der sich über unerwartete Gebühren aufregt. Wie können Sie dieses Gespräch effektiv führen?

When a client is upset about unexpected fees, I first listen carefully to understand why they are unhappy. It’s important to find out if their frustration is because of the fee itself, the process, or a lack of communication. After I understand their main concern, I make sure to be clear and honest. I explain why the fees were charged and let them know what steps I would take to prevent this from happening again. If there’s a way to adjust the fee or offer something to make up for it, I do my best to help. The goal is to focus on what bothered the client the most and make sure they feel heard and understood. By being understanding, clear, and helpful, I aim to rebuild their trust and keep them satisfied.

We can start by listening and empathizing with their concerns. Clearly explain the fees and evaluate if they’re necessary or if existing system features can cover their needs. For SMB clients, advocate for leveraging current functionalities to avoid extra costs. If fees are unavoidable, consult with internal teams about possible waivers or discounts. Additionally, conduct business reviews to identify growth areas that can help offset service fees and drive further success. Follow up to ensure satisfaction and maintain the client relationship.

Any client charged an unexpected fee would definitely be irate. It is important to listen attentively without interruption, ask polite questions to clearly understand the clients challenges. At the same time, show empathy. This does not only makes the client feel comfortable, but it creates a connection between the client and service provider. Remember one bad rating could destroy one hundred good rating

I have always gone ahead with STAR approach. Let the customer vent first then Situation, Task, Action and Resolve. I also make sure that I follow with customer after couple of weeks to make sure the solution offered has actually worked as per customers expection and due to that my clients remembers me even after I have moved positions ☺️. It's not at all hard to make customers happy. Just need head in right space and willingness to help.

Making sure you have the facts on where a promise was made or an expectation came from is key. Is this just a right-sizing exercise? Or was a promise missed and needs to be addressed?

Once the client has shared their concerns, calmly clarify the fees in question. Provide a clear explanation of what the fees are for, ensuring that you use straightforward language. If there was any miscommunication or misunderstanding, acknowledge it and clarify how these fees were communicated originally.

Correct and better way to go so the customer can understand that it's never the company intention or who attend to them to charge that but reasons that can't be avoided cause it.

Once the customer has explained their issue with services with care and concern explain how the service works, if there are benefits provided with service and coming up with a positive solution for both customer and your business. Ensure customer is satisfied.

Após esclarecer as taxas para o cliente, é essencial apresentar alternativas para resolver suas preocupações. Considere oferecer a possibilidade de isenção das taxas, propor um plano de pagamento ou até mesmo um desconto em serviços futuros. O objetivo é demonstrar sua disposição em colaborar para encontrar uma solução que atenda às necessidades do cliente. Ao apresentar essas opções, você permite que o cliente escolha a melhor forma de lidar com a situação, o que pode contribuir para restaurar e fortalecer a confiança nos seus serviços.

This part can be tricky, but the goal is to make the client feel heard and valued while also maintaining the integrity of your pricing structure. In some situations you may be able to waive the fee or provide additional value to offset the unexpected cost. An example that comes to mind is banks. When opening a checking account, banks often waive fees if you also open a saving account or limit the number of deposits, withdrawals, etc.

Preparação Prévia: Revisar o histórico do cliente: Antes da conversa, verifique o histórico de transações e taxas aplicadas para entender o contexto e antecipar possíveis questionamentos. Conhecer as políticas de isenção: Esteja ciente das políticas de isenção de taxas, planos de pagamento, e descontos disponíveis para oferecer soluções viáveis durante a conversa. Abertura da Conversa: Ouvir com Empatia: Inicie a conversa ouvindo atentamente as preocupações do cliente sem interrompê-lo, demonstrando compreensão e empatia. Explicação Clara: Explique de forma transparente as razões pelas quais as taxas foram aplicadas, evitando jargões técnicos e garantindo que o cliente compreenda completamente.

Explains the policies around the fees and ensuring the customer understands for future purchases and waiving fee as a curtesy since there may have been some misunderstanding or miscommunication. Ensuring the customer remains a loyal customer and returns is key.

Offer a solution by discussing potential options such as a refund, a discount, or a payment plan. Ensure the solution is fair and meets the client's needs, and communicate your willingness to resolve the issue to their satisfaction.

Manter uma atitude positiva e profissional é essencial, especialmente quando o cliente está insatisfeito. Do ponto de vista analítico, uma resposta calma e compreensiva pode desarmar a tensão e facilitar uma solução eficaz. Sua postura ajuda a transformar um desafio em uma oportunidade para fortalecer o relacionamento com o cliente.

I understand that maintaining a positive attitude can be challenging when someone is yelling at you. Remember that you are doing your job to the best of your ability, so try not to take it personally. By keeping a positive attitude, you'll create a more constructive atmosphere, helping your client realize that there's no need to yell, as you are genuinely there to assist them.

Opção 1: Isenção de Taxas: Se aplicável, ofereça a isenção das taxas, explicando as condições para essa isenção. Opção 2: Estabelecer um Plano de Pagamento: Proponha a divisão das taxas em parcelas ou um cronograma de pagamento flexível. Opção 3: Desconto em Serviços Futuros: Ofereça um desconto em serviços futuros como forma de compensar o impacto das taxas inesperadas. Empoderamento do Cliente: Apresentar Opções: Explique cada solução com clareza e permita que o cliente escolha a opção que melhor atende às suas necessidades. Flexibilidade: Mostre-se aberto a ajustes ou combinações de soluções para garantir que o cliente se sinta ouvido e valorizado.

Confirmação e Acordo: Confirme a solução escolhida pelo cliente e os próximos passos, garantindo que ambos estejam de acordo com o plano de ação. Agradecimento e Seguimento: Agradeça o cliente pela paciência e reafirme seu compromisso em garantir uma experiência positiva. Programe um acompanhamento para garantir que o problema foi resolvido de forma satisfatória. Avaliação Pós-Atendimento: Feedback: Solicite feedback do cliente sobre o atendimento e as soluções oferecidas. Ajustes Futuros: Utilize o feedback para ajustar processos e melhorar o atendimento em situações similares no futuro.

Positivity and empathy should always be first in a situation such as this. Understanding the customers feelings will ease tension and frustration and create a positive outcome. The goal is for our guest to be happy with our company and services provided.

Documenting the interaction and the solutions allows you to assess what solutions work best for what customers. You can use that information to train others and to better communicate changes in your pricing and fee structure in the future.

Acompanhamento: Confirmação e Acordo: Certifique-se de que o cliente esteja satisfeito com a solução escolhida e os próximos passos. Feedback e Melhoria Contínua: Solicite feedback do cliente sobre a solução e use essa informação para melhorar processos e evitar situações semelhantes no futuro.

It’s important that the fee structure is shared upfront. I was asked for “how” I calculated fees after weeks of phone interviews with a client. She was unfamiliar with the process and ended up going to the person who referred her to do the rest of the project…that person had asked for my methods more than once. Share the fee schedule and rates before you agree to a consultation!!

Documenting the interaction not only helps with possibly marketing but also as a training tool for other employees to ensure all customers get the same treatment across the board. Documenting also is important incase this situation happens again with current customer.

Document the client's concern, your explanation of the charges, the solution offered, and the client's response. Include any follow-up actions and their outcome.

Documentação da Interação: Registro Completo: Documente toda a interação, incluindo as preocupações do cliente, explicações fornecidas e as soluções acordadas. Isso será útil para futuras referências e para melhorar processos internos. Acompanhamento: Confirmação e Acordo: Certifique-se de que o cliente esteja satisfeito com a solução escolhida e os próximos passos. Feedback e Melhoria Contínua: Solicite feedback do cliente sobre a solução e use essa informação para melhorar processos e evitar situações semelhantes no futuro.

Its important to follow up to ensure their satisfaction. Reach out within a few days to confirm that the solution has met their expectations and that there are no further issues. This follow-up demonstrates your commitment to their satisfaction, reinforces trust.