Voici comment vous pouvez gérer les commentaires difficiles des clients de manière professionnelle.

Ser ouvido é terapêutico e deixar o cliente ventilar antes de prosseguir com o atendimento ajuda a cortar a escalabilidade do estrese dele. Tenha em mente de que muitas das coisas que você vai ouvir podem ser um ataque a você, um colega ou a empresa e é importante se distanciar do sentimento de revolta e se aproximar da empatia

1. Resist Defensiveness: - Avoid the urge to immediately justify your work. 2. Active Listening: - Give your full attention to understand the client's perspective without interrupting. 3. Show Respect: - Acknowledge their feedback as valuable, which helps in building a cooperative atmosphere.

O atendente que guia o tom da conversa. Nós temos o poder de acalmar mas também o poder de piorar a situação, então não dê respostas atravessadas e prefira sempre a gentileza. Vai ser fácil para o cliente entrar na onda da sua grosseria e deixar a situação muito pior

1. Manage Emotions: - Keep a composed demeanor even if the feedback feels personal or harsh. 2. Constructive Interaction: - Maintain a professional tone and avoid escalating the situation with defensive reactions. 3. Focus on the Issue: - Remember that the feedback is about the work or service, not a personal attack

Ao receber feedback desafiador de um cliente, a melhor abordagem é buscar entender suas preocupações de forma clara e objetiva. Primeiro, ouça atentamente sem interromper, demonstrando que o feedback é valorizado. Em seguida, faça perguntas para esclarecer pontos específicos e garantir que você compreendeu todas as questões levantadas. Com essas informações, é possível tomar medidas corretivas adequadas e informar o cliente sobre como suas preocupações serão abordadas, reforçando a confiança no relacionamento.

1. Ask Specific Questions: - Seek detailed information to pinpoint the exact issues raised by the client. 2. Confirm Understanding: - Paraphrase their concerns to ensure you’ve accurately grasped their points. 3. Demonstrate Commitment: - Show that you are taking their feedback seriously and are dedicated to addressing their concerns.

"So, let me make sure I'm getting this right..." (cue the imaginary notepad and pencil) - because sometimes clients speak in riddles, and you need to crack the code before you can fix anything. "Help me understand..." (followed by a genuinely curious expression) - because even when feedback stings, you gotta show you're listening. Plus, it buys you a few seconds to come up with a plan.

"Here's what we can do..." (said with the confidence of a superhero unveiling their master plan) - because you're not just gonna sit there and take it, you're gonna fix it! "I'm open to your ideas too..." (accompanied by a friendly nod) - because hey, sometimes the client's got a brainwave you wouldn't have thought of. Teamwork makes the dream work, right?

Não adianta promover soluções se você não acompanha e informa o cliente sobre o andamento desse processo. Assim que a solução for proposta, acompanhe de perto, comunique o cliente das etapas a serem seguidas, informe-o quando o processo estiver completo e peça que ele reavalie considerando as mudanças feitas

1. Propose Practical Solutions: - Provide actionable and realistic ways to resolve the issues. 2. Invite Suggestions: - Be open to the client’s ideas for solutions, as they may offer valuable insights. 3. Set Clear Expectations: - Outline the steps you will take and provide a timeline for resolution.

To better handle challenging feedback from clients professionally: - Try to understand client's concern by listening carefully and ask questions if required. - Stay calm while approaching the feedback. - Acknowledge client's concern and let them know that their feedback matters. - Evaluate the feedback and decide if there is anything that could be done to minimize it. - Provide clear explanations or solutions where possible. - Make sure to follow up with the client to ensure their concerns have been resolved. - Use challenging feedback to learn more and improve further.