Voici comment résoudre les conflits courants rencontrés par les gestionnaires de compte.

In the Navy, we had a great saying that had proven true over time: "Nothing is as good or as bad as the first report." If there is a situation--conflict, challenge or miscommunication--it's best to pause first. Respond don't react. Gather information by asking questions. Assess from a point of neutrality. Be empathetic to see the perspective from the other's point of view. Then finally engage. In my last job, often we'd have customer call with a challenge--something would be late or misconstructed. To them the world was coming to an end, so being empathetic would help them walk off the cliff edge. Once they weren't so emotional we could ask questions to assess the impact and then from a place of neutrality come up with solutions.

Being concise is key. No one likes to read long winded or disjointed communications. Back in the day I would sit on a communication over night if possible and then would be fresh to revise. Now I use ChatGPT to change my tone and make it more succinct. As key factor when reviewing your comms, it to use a filter of: not making the situation worse. Comms should be moving toward clarity and solution.

Offering solutions is where you get to shine. Presenting multiple options isn’t just smart; it shows your client that you’re proactive and value their input. Explain the pros and cons of each option clearly, guiding them toward the best fit. It’s like setting up a buffet—everyone feels involved and satisfied. Remember, collaboration is key. When clients feel heard and see that you’re flexible, it strengthens your relationship and turns problems into opportunities for growth.

Presenting creative solutions and involving clients in the decision-making process is key to resolving conflicts effectively. It's all about being proactive and collaborative.

Managing expectations starts from the very beginning of your engagement. Whenever a customer service issue arose at my last position. I would start from: What did the customer expect to happen? Did we meet that expectation or did we fall short? Are they being unreasonable? If I think that, why do I think they are unreasonable? What can I do to make the customer whole to meet their expectation? These were really good filters to make decisions on.

Follow up regularly to ensure client satisfaction and address any lingering issues - Communicating proactively and keeping clients informed about progress and potential issues. Be sure to show appreciation through thank-you notes or emails. Understand and adapt to your client’s evolving needs, offering relevant solutions. Be reliable by meeting deadlines and delivering on promises. Provide valuable insights and recommendations. Show empathy, especially during challenging times, and solicit feedback to improve your services. Address issues promptly and transparently, personalize interactions, build personal connections, and maintain consistent service and communication