Be clear with your stakeholder on what is meant by quality. The issue starts from a lack on alignment. .. gage R&R. Post that focus on clear actions by individuals, understanding input gaps, rework. Create a clear path on communicating with the stakeholders on progress.. and be transparent.

When your Teams service quality is under scrutiny, you need to lead the team from the Front. You should be communicating with the Client as a SPOC. Inculcating Trust should be a priority along with enhanced service quality directly from your Span of Control.

- Ensure the client feels heard. Listen to their concerns without interrupting and validate their frustrations. - Take responsibility for the issue without being defensive. A sincere apology helps rebuild trust. - Gather all the relevant facts and understand the specifics of the situation - Do not pass on the BLAME, OR share data that demonstrates that the failure caused due to another department or location resources (I have learned this during my encounters with stakeholders) - Keep the client informed about the steps you're taking to resolve the issue, and its progress. You don’t have to provide a plan right away! By taking responsibility, communicating openly, you can demonstrate a commitment to improving the client’s experience.

To begin with we need to accept to the client, if we have a service problem. We need to be empathetic in our approach towards the difficulties client has faced & check for the lapse that has happen either due to: Process non adherence or skills of the service team. Bridge the gap & give assurance to the client followed with appropriate actions taken. Client will surely understand & appreciate the efforts to improve the situation. Lastly establish regular review process to ensure something of the nature does not repeat

To address the issue it is important to understand what is the core of it and why is this happening. We should listen to concerns with an intent to help and solve for it . Also apologize and can work and start refreshed way with new purposefulness and achievement orientation

As an insurance manager, I once addressed a client upset over a delayed claim settlement. I listened to their concerns, apologized sincerely, and identified process gaps causing the delay. We expedited the claim, updated the client at each step, and implemented stricter internal timelines to avoid future issues. Regular follow-ups reassured the client, restoring their trust and retaining their business.

A very common phenomenon in service industry and few ways to deal with such situations: Do's- 1. Preparedness: Always learn about the situation before getting into a discussion on the topic. 2. Active listening: Let the client vent out everything they have on the mind just acknowledge and ensure that you are making notes. 3. Rephrase: Once the client is done ensure that you got all problem statements and rephrase that you got everything correct. 4. Assure: Assurance is powerful so let the client know that you will act upon it to reach his desired expectations. 5. Plan: layout a structured plan and ensure to show governance. Donts: 1. Do not defend your performance or justify anything. 2. Do not prove them wrong with any data.

When a client questioned our service quality, we acted swiftly to rebuild trust. First, we addressed their concerns directly, listened carefully, and apologized for the issues. Next, we implemented immediate improvements, such as assigning a dedicated project manager and adopting better tracking tools to ensure timely delivery. Finally, we followed up consistently, providing regular updates to keep them informed and reassured. This proactive approach turned around their perception, reinforcing our commitment to delivering exceptional service.