A continuación, te explicamos cómo puedes desactivar situaciones tensas con los clientes como gestor de cuentas.

When dealing with a tense situation with a client, an account manager should: Let Them Vent: Allow the client to fully express concerns without interruption, showing you value their perspective. Acknowledge Emotions: Validate their feelings, e.g., "I understand why this is frustrating," to diffuse tension. Clarify the Issue: Ask open-ended questions to gather details and restate the problem to ensure understanding. Follow Up Promptly: Act quickly to resolve the issue and keep the client informed throughout, maintaining trust and support.

This is the key - I've had folks yell at me, get angry at me, and the like. Always stay calm and abstract your emotion from it. Put yourself in their shoes. It is very hard to do - I failed at this recently - but always keep your eyes on the bigger picture; the conflagration is, to quote Michael Jordan, a "bump in the road".

Firstly its very important to let them vent out their frustration. Without this they may not be open to discuss or listen. Once done, offer them 2-3 options for the way forward allowing them to calmly think about the outcomes. Once they reciprocate discuss the points deeper and analyse their reponse for the next response. Try to offer short timelines/lesser budget to show that we understand their concern and are ready to go out our way to ensure they are taken well care of.

Pour désamorcer une situation tendue avec un client, commencez par l'écouter avec une attention sincère, en montrant que vous comprenez sa frustration. Reconnaissez ses émotions en disant, par exemple, "Je suis vraiment désolé pour les désagréments que vous avez rencontrés." Restez calme et empathique, en lui proposant une solution concrète pour résoudre le problème. Pour montrer que vous tenez à sa satisfaction, proposez un geste commercial, comme un rabais ou un service gratuit, en disant : "Pour vous remercier de votre patience, nous aimerions vous offrir [ce geste] en signe de notre engagement." Assurez-lui que vous resterez disponible pour tout suivi nécessaire.

One thing I have found helpful is that being emphatic and active listening enables account manager to understand the concern and pain area of customer. Further in case account manager may not provide immediate solution but must ensure customer that he will provide suitable solution within reasonable time frame. Once customer issues get settled account manager will be able to increase his trust level with customer significantly.

There's a difference between listening to respond and listening to understand. To calm a tense situation, it's important to do the latter. When we let clients express their concerns without interrupting, we show respect and gain insight into their perspective. This builds trust and opens up chances to solve problems together, turning conflicts into opportunities for stronger relationships.

More often that not, Account Managers start to clarify things or offering solutions to set things right. What is imp is for them to listen to what the customer has to say so that they feel heard & respected. It is a basic human need to be heard when upset about something. Secondly listening thoroughly also helps in discovering things that can defuse the situation or better give additional business.

Eigentlich ein No brainer, leider aber immer wieder häufig beobachtet. Der Kunde macht sich "Luft" und der Accounter fällt ihm ins Wort. Dabei ist es völlig egal, ob schon mit einer guten Idee als Antwort auf das Gesagte oder einfach nur als Rechtfertigung. Hört dem Kunden zu! Nur wer wirklich bis zum Ende zuhört, hat auch wirklich alle Informationen, um dann mit einem richtigen Angebot, der perfekten Lösung, etc. punkten zu können.

This is the key tool. Do watch for angry statements. Anger means some one cares and they are more likely to be telling the truth (from their perspective). So write everything down they are saying, taking out the passionate language. They are telling you want they want. Giving you a list of areas to discuss that you know are important.

In meinen Kundengesprächen habe ich immer sehr gut zugehört. Natürlich fängt der eigene Kopf während des Zuhörens an zu arbeiten und man überlegt sich direkt, was könnte aus dem eigenen Portfolio auf das Gesagte am besten passen. ABER... in der Regel entstanden dann bei immer eigene Fragen an den Kunden um meine mögliche Lösung weiter einzugrenzen.

By clarifying needs, you ensure that you're addressing the right problem, which can prevent further misunderstandings and pave the way for a more effective solution.

Understand what their expectation is - the result, the timeline, and the like. You'd be surprised how many folks get so much calmer when you ask them about timeline - as they hadn't even thought of that, they were only focused on the outcome. A timeline helps you put together a mutually agreeable action plan.

Clarificar es vital, eso demuestra el compromiso y empatía por conocer cualquier aspecto que le moleste al cliente. Yo trato siempre una vez que escuché al cliente hacer una recapitulación de sus argumentos y trabajar con el equipo para elegir la mejor solución.

Certainly offer suggestions during the meeting - but moreover let them know that you'll bring the entire company to bear to provide more guidance, so they know that the whole company is supporting them, not just you. People need to simply know that you care.

"First, we need to understand the full extent of the situation. Next, we evaluate it, then seek solutions and implement them. Throughout the process, we should maintain communication until the issue is resolved. Often, this approach helps to strengthen the relationship rather than damaging it."

I always follow up promptly with a comprehensive summary of the key discussion points, action items, and agreed-upon timelines. This step is crucial for maintaining transparency and demonstrating to the client that their concerns are being taken seriously. By sending a detailed follow-up, I ensure that both parties are on the same page and that there is a clear understanding of the next steps. It reassures them that tangible progress is being made and that any agreed-upon adjustments are being implemented. For example, if we’ve decided to modify the recruitment strategy based on feedback, I outline these changes clearly and provide frequent updates on the progress, including any challenges we might foresee and how we plan to address them.

According to a survey, in Enterprise Sales, all things being equal, customers buy more from Account Managers who show more interest & enthusiasm as compared to others. Probably the most imp in the list of conflict resolution with customers. Account Managers tend to forget about issues once the customers stop complaining. The good ones know to follow thru & ensure that the problem is addressed & the customer knows that they cared.

A follow-up can be as simple as an email or a phone call to check in on how things are going with the solution you've implemented.

Ich höre mir das Problem des Kunden aufmerksam an, erkenne seine Frustration an und lasse ihn seine Bedenken äußern. Anschließend kläre ich seine Bedürfnisse und Erwartungen, um eine präzise und realistische Lösung anzubieten, die sowohl seine als auch die Anforderungen meines Unternehmens erfüllt. Aktives Zuhören ist entscheidend, um nicht nur das Problem, sondern auch die zugrunde liegenden Emotionen zu verstehen. So fördere ich eine positive Beziehung und schaffe eine Grundlage für eine effektive und zufriedenstellende Lösung. Hierbei ist es wichtig ein Entgegenkommen zu zeigen und verschiedene Optionen anzubieten. So kann die Kundenbeziehung langfristig gestärkt werden.

Maintaining a record of issues is essential for a number of reasons. Firstly, by keeping a record of any issues that the client has you can ensure that these are tracked and followed through with actions. This also helps to eliminate the chance of the same issue arising again as you can carefully review preventative measures so it is not repeated. Secondly, by documenting issues and sharing them with the client you can ensure that you are both on the same page. If anything has been missed or misunderstood the client can point this out and it can be dealt with. Finally, should the client leave and return then the trail will ensure that any new management of the account is well informed of previous concerns so they carefully monitored.