Veja como você pode lidar efetivamente com a comunicação com o cliente em situações de alto estresse.

It's very important to keep things in perspective. They're not mad at Jeff; they're mad at an experience they had with the company that Jeff works for—a very important distinction to make. Your job is to listen to them, address their concerns, and resolve the issue to the best of your ability (all things I'm sure you're more than capable of doing). It's important to maintain your composure, regardless of how the other party is conducting themselves. If they're upset, you freaking out as well isn't going to help matters; it will only further exacerbate things. Remember, it's not about you in the slightest. It's about taking care of the customer and saving their business.

In very high stress situations, it is best to remain calm and focused on how to resolve the issue at hand. Reassuring the affected customers you are on their side and taking all the necessary steps to get the issue resolved.

For me? I take a deep breath and say to myself (this is not real as it seems to be, not personal as it felt so), and try to smile while handling the case. It works with me most of the time tbh ☺️😂

Personally, I make every effort to show empathy by acknowledging the customer's feelings and demonstrating understanding. I then maintain a positive attitude and reassure the customer that I am there to help.

Stay Calm: Keep a composed and empathetic demeanor. Listen Actively: Understand the customer's concerns fully. Empathize and Validate: Acknowledge their feelings and perspective. Clarify and Confirm: Ensure mutual understanding of the issue. Offer Solutions: Propose options or solutions to resolve the issue. Follow Through: Take action promptly and keep the customer informed. Maintain Professionalism: Remain respectful and courteous throughout.

Jay, faced with an irate client venting their frustration over a company error, remained focused and attentive. He listened actively, absorbing the client's concerns without interruption. His posture was relaxed, his gaze steady, demonstrating a genuine interest in understanding the client's perspective. Through his active listening, Jay created a safe space for the client to express their grievances, allowing him to better understand their needs and address the issue effectively.

Early on in my career, active listening was a real struggle. I'm neurodiverse (ADHD among other things). I was often so eager to offer solutions that I interrupted and didn't hear the full story, leading to customer frustration and a lack of full understanding. Now, I have a ready-made template. I write down my ideas next to each concern, ready to then go over each issue raised with suggested next steps once they have finished. I also often share my notes with the clients afterward, politely asking them to confirm I haven't missed or misunderstood anything, along with follow-up action points for us both. This has helped me listen better and build trust with even the most frustrated of clients over the years.

Give your full attention to the customer, showing that you are genuinely interested in understanding their issues. Active listening builds trust and demonstrates that you value their input

Give your full attention to the client when listening to them. This shows that you take their problem seriously and are committed to finding a solution.

Active listening can significantly improve the outcome of high-stress customer interactions. Like: Builds Trust, Clarifies Issues, Enhances Communication and Improves Customer Satisfaction. Active listening is crucial when dealing with an upset customer. It involves fully concentrating, understanding, responding, and remembering what the customer is saying.

Being able to not only understand your companies Point of View but your clients is crucial. Understanding their reasons and logic behind their needs and issues helps me better trouble shoot the issue. Sure it may mean that I have to say to my company - we could have done better - we should have done this - but thats exactly what your role is here - be the client advocate and find the solution that fits all involved.

Express sincere empathy to acknowledge the customer's feelings and frustrations. This connection can turn a negative experience into a positive one by making the customer feel heard and understood.

Try to understand the client’s feelings and concerns. Show that you empathize with their perspective and that you are there to help resolve their issues.

In my customer service career, I learn one thing very clearly that empathy helps to build a connection, making the customer feel understood and valued. This can greatly enhance their overall experience, even in stressful situations.

When the client expressed their frustration over the company's error, Jay responded with genuine empathy. He nodded understandingly, acknowledging the inconvenience and frustration the situation had caused. Jay's tone of voice was warm and sincere, conveying a heartfelt understanding of the client's predicament. This sincere empathy helped to de-escalate the situation, assuring the client that their concerns were being taken seriously.

The way you communicate matters a lot in customer service. When dealing with customers, you need to ensure the message you are trying to pass is complete, concise, correct, coherent, clear, concrete, and courteous. Remember communication is a two way street and one needs to make sure the party b is carried along. Customers should be able to understand what you are communicating for issues to be resolved promptly.

I would like to add one of my perspective which is to set expectation with the customer. Never make a false statement in any point of time which will bounce back and creates even worser impression.

The assumption that your client understands your communication can be problematic, as I've experienced over the years. For example, many years ago, mentioning 'CMS' during a discussion about changing distributors led a client to believe it was a new delivery service. Politely redefining terms should never bother a client, and the more you work with them, the better you understand their knowledge base. Each client is unique, with their own level of understanding, so assuming they all comprehend the same jargon can lead to misunderstandings.

Explain the situation in a concise and honest manner, avoiding technical jargon if necessary. Ensure that the client understands the next steps and possible solutions.

When your communication is not clear, information will not be passed, issues cannot be resolved, there will room for misunderstandings and misinterpretations. Clear communication build trust, helps to resolve issues and also improve customer experience and feedbacks.

Show that you understand their frustration and validate their feelings and address urgent concerns promptly to provide quick relief. Explain the steps you will take to resolve their issue in a straightforward manner. If the primary solution isn't feasible, provide alternative options. Involve a supervisor or a more experienced team member if the situation requires it and ensure the problem has been resolved to the customer's satisfaction and check back with them. These steps can help to calm the customer and show that you are committed to resolving their issue effectively.

After understanding the client's concerns, Jay swiftly transitioned to offering solutions. He presented a clear and concise plan of action, outlining the steps he would take to resolve the issue. He provided a realistic timeline for when the client could expect a resolution, ensuring transparency and managing their expectations. Jay's proactive approach and focus on solutions demonstrated his commitment to resolving the issue promptly and effectively.

Mantendo a calma, praticando a escuta activa e comunicando com clareza a forma de resolução eficiente fica logo a disposição.

Follow-up is the practical key to retaining customers. This happens to be one of my favourite things to do when working as a customer service representative. It gives them a sense of love and importance. Everyone loves feeling valued at some point. The more you value your customers and give them amazing responses the more amazing feedback you get as an individual and a company.

Ensure the issue is resolved to the customer’s satisfaction. Follow up to confirm everything has been addressed. This gives your business a uniqueness and flexibility over other Competitors.

Following up, the most crucial part of any customer service to client relationships. Always follow up, this not only lets the customer know that you are proactively working on their case, but you are also concerned enough to check up on them and the situation. A Lot of the times, the matter may not be solved, but a calm and simple follow up, can mitigate even the most agitated customer. Do not forget to follow up, even when it's not about an issue. It can be on a product or service rendered to a guest, do not forget to follow up. Even loves to know that their worries and concerns are valid, especially in the customer setting. Think about it, won't you?

Follow-up of any situation is the minimum that the customer expect. You are not obligated to promise nothing but if you promise, take its seriously and do your best. Don't let the customer waiting an answer that will never come. If you tell him that you will call tomorrow morning with more information, so do it. Remember, if the customer lost their time to ask you for help, is because he wants a solutions and believe in your product. Nobody loose their time with something that their don't believe anymore, right?

Follow ups are a crucial part of customer satisfaction. Even if we didn't find a solution, keep the customer updated on certain time, which helps the customer to realize that they are prioritized.

Some situations may take time to resolve, especially in stressful contexts. Remain patient and continue working with the client until the issue is fully resolved.

Keeping a proper documentation of the complete process helps the customer and even the team updated, reduces the risk of finding solution when a issues arise.