Tratar con un cliente que ignora los protocolos de comunicación. ¿Cómo puedes manejar la situación de manera efectiva?
Cuando un cliente ignora los protocolos de comunicación, es vital dirigirlo con tacto. Estas son algunas estrategias para realinear las interacciones:
- Reiterar la importancia de los protocolos, enfatizando cómo benefician a ambas partes.
- Establezca límites firmes indicando claramente los horarios disponibles y los métodos de contacto preferidos.
- Ofrezca alternativas que satisfagan sus necesidades mientras se adhieren a sus procesos.
¿Cómo ha gestionado a los clientes que se saltan las normas de comunicación? Analicemos sus estrategias.
Tratar con un cliente que ignora los protocolos de comunicación. ¿Cómo puedes manejar la situación de manera efectiva?
Cuando un cliente ignora los protocolos de comunicación, es vital dirigirlo con tacto. Estas son algunas estrategias para realinear las interacciones:
- Reiterar la importancia de los protocolos, enfatizando cómo benefician a ambas partes.
- Establezca límites firmes indicando claramente los horarios disponibles y los métodos de contacto preferidos.
- Ofrezca alternativas que satisfagan sus necesidades mientras se adhieren a sus procesos.
¿Cómo ha gestionado a los clientes que se saltan las normas de comunicación? Analicemos sus estrategias.
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Identify why the client might be bypassing protocols. Is it due to urgency, lack of clarity, or preference? Reiterate the importance of communication protocols politely in your next interaction. For instance: "To ensure we address your concerns promptly and efficiently If the client’s preferred method is reasonable and can be accommodated without major disruption, consider adapting your processes to their style, showing flexibility and customer-centricity.
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1️⃣ Set Expectations: Politely remind the client about agreed protocols. 2️⃣ Lead by Example: Follow the protocols consistently yourself. 3️⃣ Be Flexible: Suggest minor tweaks if needed. 4️⃣ Stay Professional: Keep the tone respectful and focused. 5️⃣ Escalate if Needed: Involve higher-ups if the issue persists.
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1. Understand the Why: Is it non-deliberate (confusion/overwhelm) or deliberate (dissatisfaction/disregard)? 2. Proactive Steps: Use active listening, regular check-ins, and routine meetings. 3. Address Directly: Discuss their perspective, highlight benefits, and offer flexibility. 4. Document and Adapt: Keep records, stay empathetic, and adjust when necessary.
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En tant que RH mes “clients” sont en réalité les employés. Lorsque les protocoles veulent être contournés, je leur rappelle que ceux-ci protègent toutes les parties. Les process existent pour une raison bien précise. Toutefois, la dimension humaine de mon travail m’amène parfois à traiter les situations au cas par cas. Dans cette mesure, je dois me rassurer auprès de ma hiérarchie et des fonctions connexes que ma décision ne nuira ni au collaborateur ni à l’entreprise à plus ou moins long terme.
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You follow the comms protocols. If the client complains, then state - or restate - the protocols. Escalate it if they get snarky. Sometimes people communicate out of protocol but they don't expect *you* to, it's just how they work. Regardless, don't lose your cool. You look like an amateur when you do.
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To handle a client who bypasses communication protocols, start by reaffirming the protocols' importance to ensure clarity, accountability, and timely responses. Approach the client with empathy, understanding their urgency, and suggest a brief conversation to discuss why the set channels are ideal for tracking and resolving issues efficiently. Offer flexibility where possible—such as periodic check-ins—to accommodate their needs while gently reinforcing established processes. Document key decisions and communicate consistently to ensure alignment. This approach balances professionalism with responsiveness, helping maintain a structured, effective collaboration.
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Address communication issues by first gently reminding the client of agreed-upon protocols and the reasons behind them, such as ensuring efficient, focused support. If they continue to bypass protocols, reinforce boundaries by responding within set hours or through preferred channels only. Offer to adjust protocols slightly if it aids their needs but emphasize that clear communication standards help both parties stay aligned and effective. #talktoseemashah
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In many situations a client is indirectly a customer. I personally go by jeff Bezos's motto "customer is king" ( client satisfaction is the most important thing ) . You want the business, you want the money to come in , you want the deal to go on and get more clients. Respect the protocols of the communication set by the client.
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I’ve maintained a positive relationship by addressing the communication disconnect directly and providing an alternative option. When a client isn’t able to communicate via scheduled web meetings and instead continues communication in text or short form, I acknowledge their effort by saying, 'Thanks for the update...' and then provide an alternative option: 'I’m sorry we weren’t able to connect through the past Zoom meeting invites. What is the best time for me to give you a call to talk through...' Then I provide additional context as to how this will expedite a resolution!
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