Veja como você pode gerenciar com eficiência as reclamações dos clientes e resolver conflitos como executivo.

Savoir écouter va de pair avec l'empathie. Le client doit non seulement sentir que vous écoutez ce qu'il a à dire, mais surtout que vous le comprenez. Rien de pire que d'exprimer une plainte et d'avoir l'impression que la personne en face ne se sent pas concernée. Vous devez identifier les raisons du mécontentement du client, saisir pleinement sa frustration et les raisons qui l'ont poussé à vous contacter. Vous pouvez utiliser des phrases telles que « Soyez certain que je prends réellement en compte votre problème » ou « J'aimerais être sûr de bien comprendre votre problème pour y apporter la meilleure solution ».N’hésitez pas à reformuler avec des mots simples l’insatisfaction pour éviter tout malentendu.

Active listening is crucial while handling the customer. This has dual purposes: it allows you to grasp the issue comprehensively and demonstrates to the customer that their concerns are important to you.

1. By listening attentively without interrupting, you get the full picture from the customer's perspective. 2. When you give them your undivided attention, it validates their concerns and demonstrates that you take their feedback seriously. 3. Active listening fosters a sense of respect and empathy, which are key ingredients for positive conflict resolution.

Yes this is a correct approach, in addition to this asking right questions help a faster identification of Pain areas and also ensure that both the parties speaker and listener are on the same page. I am all for active listening, but asking right questions encourages the customer and ensures a clear dialogue eradicating any confusion created at the CSE's end as well. Also the other steps that are mentioned below become easier. I always ask my team to ask right questions and never hesitate, customer is human and so are you!!

I totally agree. A customer feels respected and gives them confidence that the company is alert to resolve matters, which is the true meaning of customer centrism (seeking to meet customer need and delighting in the customers satisfaction). It means the company should do all it can to restore satisfaction when absent or missing. Listening gives one the chance to understand what went wrong in order to analyze what to improve, or how to fix it… permanently. We should make distinction between hearing and listening, otherwise the result is not the same. Hearing usual prompts a reflex response, while listening prompts an appropriate well thought through course of action in response.

Se manter calmo com uma escuta ativa, transmite credibilidade, além de escuta e calma e muito importante investigar a causa raiz da reclamação, pois, no mundo corporativo a maioria das reclamações podem ser resolvidas pelo telefone ou apenas uma vídeo chamada, evitando assim desgastes desnecessários com o cliente. É importante salientar também que, mesmo a empresa (atendente) não tenha a solução da reclamação de forma rápida, o mais importante é mostrar preocupação e atenção com a demanda do cliente, a maior parte das reclamações pioram, por falta de atenção ( retorno em tempo hábil, acompanhamento e informação ao cliente do status da reclamação), essa é a chave para um bom atendimento!

Il n’est pas toujours facile de ne pas prendre les critiques personnellement. Cependant, s’énerver à votre tour ne ferait qu’aggraver la situation. De plus, c’est l’image de votre entreprise qui entre en jeu. Même si la situation est difficile, il est important de rester professionnel. Parlez-lui d’une voix calme et posée, cela aidera sûrement à le calmer.

Controlar as emoções durante a escuta do cliente é crucial para mitigar os viéses interpretativos que temos a tendência de seguir. E de fato praticar a empatia sem levar para o lado pessoal.

As you intake the information, remember the customer is upset for the challenge their experienced, not necessarily you on a personal level, listen and let them vent.

Always have an interactive strategy on asking open-ended questions: To gather more details, use questions like, "Can you tell me more about what happened? Some of the paraphrase could help when we repeat back what the customer has said to ensure both parties better understanding.

Identifico los problemas de raíz. Primero, escucho atentamente al cliente para entender su perspectiva completa. Luego, analizo la situación para detectar cualquier patrón o causa subyacente. Al identificar estos problemas, puedo implementar soluciones duraderas y mejorar nuestros servicios continuamente. Este enfoque no solo resuelve conflictos actuales, sino que también previene futuros inconvenientes, fortaleciendo la confianza del cliente en nuestros servicios de seguros.

When we able to dig down on more keywords, we are able to record details. Next, to track patterns: Identify recurring issues by tracking complaints in any ticketing tools or internal platform.

Nesse momento é importante garantir junto ao cliente que você está de fato colocando energia para solucionar o VERDADEIRO problema, e construir a confiança para o cliente entender o tempo e a energia que serão necessários para encontrar a solução.

En mi experiencia, un cliente interno y/o externo no siempre tiene identificada la problemática, si llego con propuestas de solución y no solo con el problema o la queja, genero más confianza en mis skills y fomento que me puedan delegar casos que nutren mi experiencia y aprendizaje. Tener bien definido mis limitrs de hasta donde puedo solucionar una situación me ayuda a ser transparente con el cliente y generar relaciones a largo plazo.

Listening while maintaining your professional outlook allows for a more combative effort and experience for the customer even if there issue has no resolve. This stages offers you to luxury of gaining the full capacity or extent of the customer main needs, how to potential start a great plan of action to resolve or how to sooth your customer. It allows for you to literally put yourself in the customer's shoes not by solely apologizing but also showing them the high relaxation they should feel knowing you understood perfectly and will work through this with them.

Para gestionar eficazmente las quejas de los clientes y resolver conflictos como ejecutivo, ofrezco soluciones claras y prácticas. Escucho atentamente las preocupaciones del cliente, luego presento opciones viables que aborden sus problemas de manera directa. Mantengo una actitud proactiva, asegurándome de que el cliente se sienta escuchado y valorado. Este enfoque no solo resuelve el conflicto actual, sino que también refuerza la confianza del cliente en nuestros servicios, algo esencial en la profesión de agente de seguros.

Un problème trouve toujours une solution. D’abord, interrogez votre client sur une solution qui lui conviendrait. Cela montre que vous prenez en compte ses besoins. Si la solution proposée est impossible, dites-lui clairement. Ensuite, proposez-lui un compromis et expliquez-lui en quoi cette solution pourrait satisfaire les deux parties. Si vous ne pouvez pas proposer de solution pour le moment, promettez de revenir très rapidement vers lui et faites-en votre priorité. Assurez le suivi du problème jusqu’à ce qu’il soit résolu.

Una vez identificado el problema, presenta soluciones viables al cliente. Asegúrate de que las soluciones sean prácticas y que se puedan implementar de manera efectiva.

One thing I've found useful, is that there's always workaround in customer's mind before we even propose to them. Now its time to discuss and prioritize high-impact complaints should be addressed with urgency, while less critical issues can follow a standard resolution process. And to offer a prompt solution, would make customer feel appreciated.

Buscar una manera de resolver el problema de manera pacífica y en donde los 2 llegue un buen acuerdo.

Para gestionar eficazmente las quejas de los clientes y resolver conflictos como ejecutivo, sigo un enfoque estructurado. Primero, escucho atentamente al cliente, asegurándome de entender su perspectiva sin interrupciones. Luego, me comprometo a encontrar una solución, comunicando claramente los pasos que se tomarán. Finalmente, hago un seguimiento para confirmar que el cliente esté satisfecho con la resolución. Este enfoque no solo soluciona problemas, sino que también fortalece la confianza y la lealtad del cliente en nuestros servicios de seguros.

Verify satisfaction and follow up with the customer to ensure they are satisfied with the resolution. Always follow up on customer constructive feedback.

Following up on a complaint shows your customers you actually care about them and you want to solve their issues. It is also a metric to measure the success of the action plan that you created to solve the issues at hand.

This stage brings about first call resolution and allows the customer to feel rescued with even having to reach out and that's just world class security. This leaves and resonates more than hopes of continuing service or business relations but calls for a peace of mind like no other knowing that their needs are being attended to, even without the hassle of consistent being the victim of reaching to clarify ir rectify an issue. This step is crucial for customer retention and to keep value added from being depreciated to no longer wanting to experience our service.

Preocupação com o cliente, coisa que poucas empresas fazem ou melhor, de fato praticam. Não pode-se apenas visar a quantidade, mas sim em entregar e manter qualidade.

Para gestionar eficazmente las quejas de los clientes y resolver conflictos como ejecutivo, me enfoco en aprender y mejorar continuamente. Cada queja es una oportunidad para identificar áreas de mejora en el servicio. Después de resolver un conflicto, analizo la situación para entender qué se puede ajustar en nuestros procesos y evitar futuros problemas similares. Este enfoque no solo soluciona problemas inmediatos, sino que también fortalece la confianza del cliente en nuestros servicios de seguros.

The issues and concerns raised by customers assist in identifying a gap in either the service or product offering which is the silver lining! It enables us to be able to improve processes and procedures aswell as allowing us to pivot or adapt the way we do things in order to further add value and remain relevant to the needs and wants of customers and relevant to the market/industry

Prenez le temps d’analyser ce qu’il s’est passé. Posez-vous les bonnes questions : Comment le client en est-il arrivé là ? Comment cela aurait-il pu être évité ? Le client est-il reparti plus serein qu’à son arrivée ? Vous pouvez utiliser cette expérience pour améliorer le service client de votre entreprise, par exemple en remontant les informations ou en préconisant des améliorations pour éviter le problème. Cela vous sera toujours bénéfique. N’hésitez pas à profiter de vos interactions pour obtenir un retour d’information de votre client.

Usa cada experiencia como una oportunidad para aprender y mejorar los procesos. Analiza qué se puede hacer mejor para evitar problemas similares en el futuro.

Like teaching basketball, you have not taught anything unless someone has learned something. Therefore, always seek to connect.

Para gestionar eficazmente las quejas de los clientes y resolver conflictos como ejecutivo, enfoco mi atención en la escucha activa y la empatía. Me aseguro de entender completamente las preocupaciones del cliente antes de proponer soluciones. Luego, ofrezco respuestas claras y acciones concretas para resolver el problema. Mantener una comunicación abierta y honesta no solo ayuda a solucionar el conflicto, sino que también fortalece la relación con el cliente, algo esencial en la profesión de agente de seguros.

Traiter les réclamations et/ou les mécontentements clients n’est pas toujours simple, en particulier quand un client devient agressif. Cependant, il est important de rester professionnel quoi qu’il arrive et de tout tenter pour le satisfaire. Une réclamation client bien traitée permet de repartir en bons termes avec le client. Il y a des chances pour qu’il reste client auprès de votre marque.

Emotional regulation skills Mediating conflict can be really challenging. Whether or not you were involved in the original conflict, even the process of resolving an issue can be emotionally charged. A great mediator has the emotional regulation skills to keep a cool head and treat each conflict with objectivity and fairness. Examples Accountability Humility Respect Positivity Objectivity Perspective Self-awareness Collaboration skills Resolving conflicts sometimes takes teamwork. But on top of that, effective teamwork is often the best way to avoid conflicts in the first place. If you’re applying for a role where you want to showcase your conflict resolution skills, demonstrating your Collaboration Teamwork Flexibility Leadership Patience