Você se depara com um cliente contestando cobranças de faturas. Como você resolverá a situação de forma eficaz?

I certainly agree that active listening is crucial. Providing the right attention to the customer will make him/her valued and reassure. This will more likely give him/her confidence that you will find a solution to his/her invoice issue.

First, verify the customer’s banking data and match it with the (KYC) form in order to verify the type of customer....and then verify the type of transaction that the customer performed (payment at points of sale, purchase, or online shopping). and then if there is one Whatever proves the validity of the client’s objection, we then take the appropriate action that guarantees the client’s right.

It is also important to listen to hear, and not listen to respond. Meaning when they are conveying an issue make every effort to not have a pre-planned response in the chamber. Hear the person out completely, weigh the information, and then answer. If you stop listening part way through you risk missing crucial points and alienating your client.

It is important that an investigation is being conducted once information has been collected from the customer. This will help us to better understand the root cause and if ever there has been a system failure, we can eventually find a fix so that this does not occur again to another customer. This imply that finding a solution to the problem is not the ultimate way to tackle the problem but finding how this occur can help us to rectify this dispute so that this does not give rise to another dispute afterwards.

Let the client explain their issue fully without interruption to value their perspective and take their concerns seriously. Take detailed notes on what the client is disputing, including specific charges and reasons for the dispute.

Provide a clear and detailed explanation of the charges to the client. Use layman's terms to avoid confusion and ensure they understand the rationale behind each charge.

Effective communication is the core element when resolving a dispute. It important to stay calm and professional when a client is raising a dispute. We definitely understand the customer’s frustration and we need to show more concern and empathy by using the right tone and correct body language. We always need to acknowledge our faults if there has been any mistakes from our part and make sure that we convey our sincere apologies to the customer if this is the case. In this is not the case, we need to clear the customer’s misunderstanding by using the effective channel of communication.

"Ter jogo de cintura" é crucial para resolver situações delicadas, e propor uma solução é fundamental, para manter um bom relacionamento com o cliente. Erros vão acontecer, mas saber resolver e propor soluções, são para poucos. Temos que desenvolver essa característica em nós profissionais.