Você se depara com um cliente questionando as cobranças da fatura. Como você lida com suas preocupações de forma eficaz?

We do restaurants, there are no invoices, only statements. Client retention is paramount for us, so we listen, decider the problem and correc

Review the invoice in question carefully to Ensure all charges are accurate and correspond to the agreed-upon services or products.

Yes, Listening is the first thing to do to understand the client's concern and once we get the clear idea about their concern then only we will put our points forward and if needed investigating the issue beforehand always works.

Respond to the client's inquiry as soon as possible to show that you take their concerns seriously. and If the issue is complex, suggest a meeting (virtual or in-person) to discuss the invoice in detail.

Quando um cliente questiona as cobranças da fatura, é crucial lidar com suas preocupações de maneira eficaz para manter a confiança e satisfação. Aqui estão os passos para abordar a situação: Escute Atentamente: Ouça o cliente com paciência e atenção, permitindo que ele explique suas preocupações sem interrupções. Revise a Fatura Juntos: Analise cada item da fatura com o cliente, explicando detalhadamente cada cobrança. Certifique-se de que ele compreenda a origem dos valores. Ofereça Soluções: Se o cliente ainda tiver dúvidas ou insatisfações, apresente soluções alternativas, como ajustes na cobrança ou opções de pagamento.

Clarifying concerns is one of the most fundamental aspects of maintaining a relationship with a client. If unaddressed, this can lead to damage in company reputation and the relationship you hold with said client. You should ask them what specifically they are concerned about (which charges in this case) and this will help you understand the problem so that you can address it moving forward.

Mistakes do happen, so never assume that everything is 100% accurate. Before responding to a client's issue always review the invoice, double check items and if there are questions, investigate and keep the client informed. Human error can and does happen. Once you have taken the time to investigate the concern, then respond to the client and take the time to help them understand what the bill is for and why. Taking the time to help a client allows them to make long term decisions concerning your business and can make for a happy returning client.

Making sure that all of the details have been gone over and explained in detail so that the customer feels comfortable in moving forward towards finding a solution is a very important step in the process.

Nessa etapa, é crucial ter registros e uma base de dados confiável. Fazer a revisão junto ao cliente, conferindo datas, valores, descrições, e classificando as compras que saem com nomes menos específicos, é uma maneira efetiva de confirmar se houve equívoco na cobrança.

Aconteceu comigo há alguns anos, que, sendo aluna de um estudo de yoga, foi questionada pelo fato de não ter pagado pelas aulas direito. Eu me senti realmente desconfortável naquela situação, mas consegui fornecer os comprovantes dos pagamentos que tinha feito e demonstrar que estava tudo certo. Porém, tive a sensação de que a professora queria criar confusão para tirar vatagem e parei de ir logo depois. Penso que é crucial apresentar provas para esclarecer a situação (já seja dos pagamentos feitos, sendo cliente ou dos valores combinados no contrato e os serviços prestados, sendo fornecedor). Mas, também ser muito cuidadoso antes de reclamar para para não desgastar a relação comercial.

When talking about costs to the customer one of the best ways to navigate that conversation is to remind them of what they got for what they paid. We're all so busy that most of the time we've forgotten about all the services we received for what we paid. If we show enough value then the cost conversation is much easier.

all document are uploaded into our system and are available for download, tracking information, loading information. that is the great wonders of our WMS we scan all supporting documents that we can provide our customers should questions come up. they themselves have access to them since they have access to their accounts as well.

Providing evidence is a great way to help the customer understand and reassure them that they aren’t being overcharged or treated unfairly.

It is always important (even mandatory) to ask for evidence such as emails, POs and any other documentation right after receiving invoice concerns from customer as it is likely to end up under Dispute assessment.

É sempre importante ter evidências mas também saber apresentá-las para o cliente, para que o mesmo não se sinta confrontado de forma negativa. Em alguns casos, é possível formalizar as compras por escrito ou com documento assinado. É importante apresentar ao cliente caso haja uma contestação.

Root Cause Analysis makes it clear. Complete log about customer related activities, it is one of the ways to discover the problem. RCA has five identifiable steps: Define the problem. Collect data. Identify causal factors. Identify root cause(s). Implement solutions.

After the discussion, follow up with an email summarizing what was discussed and the next steps. This will ensure that both the client and yourself are on the same page and assist in a future meeting.

Once the issue has been resolved and the error has been corrected. We take action in either discipline or training. depending on what caused the problem. Or if it was the customers mistake and we gave them a courtesy credit then nothing is done. Or if it was a system error we then have to communicate with the WMS company to see how to get that issue resolved.

Além de resolver o problema, caso seja constatado que houve equívoco, é preciso acompanhar a situação para que o mesmo não volte a ocorrer. Nessa etapa, tudo irá contar para que o cliente volte a confiar em trabalharem juntos, seja a forma que foi conversado, como foi resolvido, e qual a importância foi demonstrada com o cliente no final.

all errors are logged with details steps of what it took to get it resolved. all email conversations and notes are uploaded to this log.

First review all the needed info is present in your records, Then provide all the details with clarification and proofs to address the issues.

Always keep an honest and open communication with customers. It builds a good rapport and long lasting partnership. Have all your ducks in a row so when question arise you have your answers at an arms reach.

First of all, I agree that 50% of the solution is to listen first. Then after listening the whole picture will be clear to you I must clarify the details " honestly " and try to find a win-win situation solution.

Algo que considero importante: sempre que for possível, deixe a compra formalizada. Registre quem solicitou, data da solicitação, valor acordado e ao que se refere!