Difficult customers are an opportunity in disguise. I believe in the power of empathy and turning feedback into action. At StrategyWerks, we prioritize proactive communication and view every challenge as a chance to refine our service. My mantra: 'Listen twice, speak once.' This way, we understand before acting, ensuring both efficiency and client satisfaction.

The main thing in this regard is making the client aware of company policies and procedures, and then keeping the transparency between yourself as well as the client and company. To effectively dissect the root of the issue at hand.

Pessoalmente acho válido determinar o target dessa relação com SLA amarrado, caso não atingir é importante desdobrar em dados com maiores ofensores ( pareto ajuda) e plano de ação sempre. Contra dados não há argumentos.

Maintaining service efficiency while dealing with difficult customers can certainly be challenging, but it’s achievable with the right approach. First, it’s important to remain calm and actively listen, ensuring the customer feels heard and understood. This not only helps in diffusing tension but also allows me to accurately identify the root of their concerns. By focusing on clear and concise communication, I can provide solutions quickly, minimizing the impact on overall service flow. Additionally, staying well-prepared and organized helps me address issues without delay, ensuring that my response remains efficient even in challenging situations.

To handle difficult customers efficiently, stay calm, listen, offer solutions within policy, use automation for simple tasks, and take breaks if needed.

Uma prática infalível é a empatia, ela vem antes de qualquer outra coisa e é indispensável para esse tipo de atendimento. Aliada a escuta EFETIVA e a boa comunicação até ganhar a confiança dele (ele entender que você vai vai fazer o que for preciso para atendê-lo). Caso não tenha os procedimentos à mão para resolver a situação imediatamente, peça o número do seu cliente, o e-mail, confirme e atualize os seus dados e corra atrás da solução e retorne para ele.

Tough customers exist in a variety of industries but what I have seen in common is that they want to be heard and be part of the process to finding a solution when issues arise . By maintaining clear communication on what the issue is at hand , one can stir the conversation into finding a solution that both parties agree. Do not allow the client to stir the conversation out of scope. Find clear resolutions and convince the client that you are in fact the expert that they contracted. Once trust is instilled , the tough clients will become some of your best clients.

Step 1: Listen Step 2: Listen Step 3: Verify that what you’ve actually heard is truly the problem statement. Rephrase the concern and give your customer room to correct you if needed Step 4: Now that you understand the problem, focus on a solution Step 5: Make sure you don’t overpromise Step 6: Handhold your customer from problem statement to resolution PS: most of the times this is team work, so make sure you engage the relevant people early on