Cuando esto me ha pasado, primero trato de escuchar lo que me dice y comentarle lo que estoy entendiendo como su necesidad o requerimiento y estar segura que puedo ayudarlo y de que forma. Una vez que he entendido bien lo que requiere, trato de dar solución o en caso de que su requerimiento no aplique según contrato y no es factible apoyarlo, busco explicarle en forma clara las razones y en su caso referencias en el contrato.

Stay Calm and Centered: Take a deep breath before responding, and remind yourself to keep your emotions in check. Speaking slowly and deliberately helps maintain control of the conversation. Active Listening: Let the client speak and express their frustrations. Sometimes, people just want to be heard. Paraphrasing or summarizing their concerns can help you demonstrate that you are listening actively. Empathy: Acknowledge their frustration without agreeing with negative behavior. Saying something like, “I can understand why you’re upset, and I’ll do my best to help resolve this” can go a long way.

Eu acredito que empatia é o caminho para sentir de fato o que a outra pessoa está passando. Entender o problema, conhecer as alternativas e propor as melhores soluções que irão ajudá-lo(a) trará para ele(a) a segurança e tranquilidade de que precisa.

We should remain composed while dealing with clients and focus on communicating effectively. As representatives of our company, we must ensure that our words and actions do not reinforce or worsen the client's negative perception. In phone conversations, knowing when to pause can play a crucial role—strategic pauses can be a game-changer.

Stay Calm and Don't Take It Personally, Breathe and take a moment to ground yourself before responding. Remind yourself that the client's frustration is not directed at you personally. If they’re upset, let them vent for a moment without interrupting.

Treat difficult calls as opportunities to solve problems rather than confrontations. Engage the client with open-ended questions like, “What would an ideal resolution look like?” and take brief pauses to stay composed. Focus on shared goals by emphasizing collaboration toward a solution, and if the conversation becomes unproductive, calmly redirect it by setting boundaries.

Often we face a situation where there is one way communication. In that scenario it is good to utilize our good listening skill. Sometimes customer give there reaction due to some bad experience with product or service. It is noticed that good work feedback is difficult to receive while the bad experience feedback is immediate and sometimes multiple times and through multi channel. This happen due to the human nature. In my view the good strategy is to listen the complain properly and always try to give the positive response. You should also remember to don't give false promise out of pressure.

As a Customer Support executive, it is your primary duty to maintain cool and maintain professionalism. Allow client to explain his challenges and listen intently with patience. Try to understand the client issue and also what business challenge client is facing. This will help you to formulate appropriate response to the client. Make sure client is able to follow what you are conveying. If you sense you need more support to handle client, escalate it to your immediate supervisor.

Dealing with difficult client calls has taught me the importance of empathy and resilience. I’ve faced situations where staying composed was tough, but active listening and a calm demeanor always worked wonders. One instance I remember involved a client upset over a delayed response. Instead of rushing to defend, I acknowledged their frustration and clearly explained the next steps to resolve their issue. By staying professional and empathetic, the conversation shifted from conflict to collaboration. It’s these challenging moments that sharpen our skills and remind us of the impact we can make. What’s been your go-to approach in such situations?

Dê atenção ao que o cliente está falando, sem interrupções. Isso demonstra que você valoriza a opinião dele e pode ficar entusiasmado com a situação. Tente espelhar o comportamento do cliente de maneira sutil. Se ele estiver calmo, procure adotar um tom mais suave. Se ele estiver mais expressivo ou frustrado, ajuste seu tom de forma a consideração a emoção dele pode ajudar a criar empatia. Em vez de focar no que não pode ser feito, destaque o que pode ser feito. Por exemplo, ao invés de dizer "Não podemos fazer isso", tente "O que podemos fazer é...". Isso ajuda a mudar o tom da conversa para algo mais construtivo e positivo.