Inicialmente, agradecer pela oportunidade de ouvir, mostrando objetivamente o desejo de compreender a situacao-problema. A partir daí, ouvir atentamente, fazendo perguntas estruturadas para identificar as falhas e, principalmente, a consequência das mesmas para o cliente, inclusive no aspecto emocional. Após, comprometer-se em lhe oferecer uma devolutivo o mais breve possível e iniciar o processo interno de correção e melhoria.

Sometimes, it feels demoralizing to see client feedback. I am in the service line, and I have faced clients who give tough feedback from time to time. When I face such cases, instead of feeling stressed or paranoid about it, I think from the client's perspective—how would I feel if I were them? That kind of thinking helps me to have empathy and acknowledge the feedback from the heart. As service providers, it is good to practice empathy, listen attentively, ask clarifying questions, and propose a plan to resolve their issues. All in all, don't be too quick to judge the situation. Instead, be in their shoes, listen, and modify accordingly :)

One doesn't "use" vulnerability. One is vulnerable. The first step on receiving feedback is to show curiosity. When curious about where it is coming from, what is behind the perception you can begin to put yourself in a position to really understand the feedback and consequently take it on board. If you hold the intention that receiving feedback is about getting better, then any negative emotions or reactions are avoidable.

Here’s how to bring vulnerability into play without turning it into a therapy session: 1. 𝗕𝗿𝗲𝗮𝘁𝗵𝗲 – It’s hard to be vulnerable when your inner monologue screams, “I AM A FAILURE!” 2. 𝗔𝗰𝗸𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝗜𝘁 – Say, “Oof, that’s tough to hear, but I appreciate it,” to show openness without self-destruction. 3. 𝗚𝗲𝘁 𝗖𝘂𝗿𝗶𝗼𝘂𝘀 – Ask questions to understand and buy time. Curiosity says, “I care about fixing this.” 4. 𝗢𝘄𝗻 𝗬𝗼𝘂𝗿 𝗣𝗮𝗿𝘁 – Admit where you can improve, but don’t overdo it—this isn’t a courtroom. 5. 𝗦𝗵𝗼𝘄 𝗬𝗼𝘂𝗿 𝗣𝗹𝗮𝗻 – Offer a solution: “Here’s my approach—does that align with your expectations?” Vulnerability means being human while showing you’re ready to grow.

Tough Feedback from a client (or anyone) should be seen as the valuable gift it is: Feedback is priceless. It allows both: change and growth. When I was a lot younger, we were taught to: 1. Empathize & apologize with meaning. 2. Listen to understand (not to respond defensively) 3. Ask clarifying questions to truly understand pain points. 4. Commit to an investigation and response. Note don't commitment to a change as that may not be possible (ie a regulatory requirement prohibits change). However - applying an Innovative, growth mindset with Client Centricity will usually unlock a solution.

Acknowledge the Feedback Openly: Express gratitude for the feedback, showing humility and a willingness to learn without defensiveness. Share Your Perspective Honestly: Be transparent about challenges or missteps while demonstrating your commitment to addressing the concerns constructively. Collaborate for Solutions: Involve the client in brainstorming improvements, showing that their insights are valued and fostering a stronger partnership.

✔️ Com uma escuta ativa, escutando com empatia, a partir da perspectiva do cliente, e me colocando no seu lugar, fazendo perguntas abertas, procurando identificar as especificidades de suas preocupações, já pedindo nossas sinceras desculpas pelo ocorrido, e agradecendo por seu valioso feedback. ✔️ "Sr. Cliente", estamos comprometidos em resolver essa situação, e gostaríamos de oferecê-lo o reembolso do seu dinheiro ou a substituição do produto, além de disponibilizar um desconto extra de "X%" na sua próxima compra. ✔️ Mais uma vez, "muito obrigado" por essa oportunidade de melhorar continuamente nossos serviços, com sua compreensão e sua preferência.

The first and foremost thing to do is acknowledge and patiently listen to the client and their feedback. I would first try to understand their point of view and if there is a mismatch I would like to start by explaining the gap between what was delivered and expected. Communication is always the best way to reach a step closer and explain what you delivered versus what was expected.