Il est évident que l’écoute calme est une bonne approche mais il y a des autres méthodes: 1- le questionnement type diagnostic : Faire parler le client, les circonstances, comment c’est arrivé etc... 2- surtout garder son calme, ne jamais perdre son calme, ne jamais prendre les reproches personnellement, et le dire calmement par exemple "je suis la pour vous aider" 3- effectuer le changement d’interlocuteur : je vous passe notre expert, le spécialiste... et en dernier recours le supérieur hiérarchique si, 1 vous avez convenu de faire comme cela et 2 de lui donner les éléments seul, sans le client , ce qui lui permettra qu’il se calme. Le client attend une solution : A vous de trouver la meilleure.

Acolher e resolver problemas de clientes é uma tarefa operacional, mapear, avaliar e criar uma conduta que trate de forma empática e positiva, surpreendendo e fidelizando os clientes, é tarefa embarcada na estratégia da gestão de pós-vendas. Atribuir essa responsabilidade para as pessoas de atendimento gera improviso, surtos de ambos os lados e prejuízo para a empresa, além de ser prova de incompetência em gestão. 1 – Escutar e acolher os problemas relatados pelos atendentes; 2 – Analisar e criar rituais resolutivos e encantadores, 3 – Monitorar a satisfação dos clientes, 4 – Treinar e reconhecer os méritos de boas práticas e desempenhos excelentes do time.

At IV Consulting LLC, we believe that the secret to calming stormy customer relations lies in proactive, empathetic communication and data-driven strategies. Our approach to stellar after-sales support begins by listening closely to our customers’ concerns. We collect and analyze feedback using advanced tools to identify patterns and recurring issues that may be causing dissatisfaction. Once these areas are identified, we prioritize them and address each concern swiftly with tailored solutions. We also focus on building long-term relationships by offering consistent follow-up, ensuring that customers feel valued and heard. We turn negative experiences into opportunities for growth, fostering trust that lead to lasting partnerships.

At IV Consulting LLC, our approach begins with understanding the customer's concerns, followed by transparent dialogue that acknowledges their frustrations. We train our teams to listen actively and respond with empathy, ensuring customers feel valued. Our focus on after-sales support includes regular follow-ups, personalized solutions, and empowering customers with the tools and information they need to succeed. By turning challenges into opportunities for deeper connections, we strengthen customer loyalty and enhance long-term relationships. Our goal is not just to resolve problems, but to build trust and exceed expectations in every interaction.

Ofereço à equipe treinamento em comunicação assertiva e gestão de conflitos, para lidar com clientes irados com confiança. Disponibilizo também ferramentas que ajudem a solucionar problemas de forma rápida. Reforço a importância de ouvir os clientes, mantendo a calma e empatia. O apoio constante garante que a equipe se sinta preparada para restaurar a confiança e satisfação do cliente.