Voici comment désamorcer les conflits dans un rôle de service clientèle des services Internet.

El reto actualmente es lograr una escucha efectiva utilizando bots y AI. Constantemente nos encontramos con bots de atención al cliente muy limitados y que incrementan la frustración de un cliente con problemas en su servicio. Un bot según su capacidad o nivel de desarrollo podría recibir los datos iniciales del cliente y su problema para que el operador humano se concentre en el trato con el cliente y su resolución.

In my previous role at an import-export B2B company, I often handled frustrated clients due to delayed shipments or customs issues. One memorable instance involved a client whose shipment was delayed due to unforeseen customs regulations. The client called, clearly agitated. focused on active. After they finished, I acknowledged their frustration by saying, "I understand why you're upset. Delays can significantly impact your business, and I’m really sorry for the inconvenience." By practicing active listening and showing genuine empathy, I noticed a shift in the client’s tone. They felt heard, which helped diffuse some of their initial anger, allowing us to have a more constructive conversation about the problem and potential solutions.

I remember once I had a conflict with another worker and we were both sent to a mediator. We all had a good laugh in the end. He asked us each to state our side of the disagreement and then write it out. We both had problems making the issue big enough to warrant a mediator. Cross talking heats any discussion and this has transferred to texting and posting online. Most people have an answer before the question is completed. The mediator took notes and read them back to us. It was so funny hearing my words read back to me. Even more hilarious was hearing what I wrote read back to me. To this day I still rely on getting people to hear what they said or wrote as the first attempt to resolve a conflict.

Ouvindo o cliente e mostrando que temos condiçoes de atende-lo com qualidade e um custo benefgicio condizente com nossa politica comercial.

In the import-export B2B sector, staying calm is critical when dealing with upset clients. I once had a client who was furious over a shipment stuck in customs. As they vented, I remained composed, taking deep breaths and maintaining a steady, calm tone. This helped soothe the client and demonstrated that I was in control of the situation. Avoiding defensiveness, I focused on understanding their concerns and assured them that I was committed to resolving the issue. By staying calm, I was able to de-escalate the situation, leading to a productive discussion about next steps and maintaining the client’s trust in our services.

Empathy was crucial in my import-export B2B role. I recall a client devastated by a shipment delay affecting their production line. I expressed sincere empathy by saying, "I can see how this situation would be upsetting, especially given its impact on your operations." This helped build a connection and showed the client that I genuinely cared about their predicament. By understanding and sharing their feelings, I was able to turn a negative interaction into a more positive one, reinforcing the client's trust in our commitment to resolving their issue promptly and effectively.

Offering solutions is key in resolving conflicts. A client once faced repeated delays with their shipments due to customs issues. After actively listening and empathizing, I proactively suggested alternative routes and expedited services to mitigate future delays. I clearly explained the steps we would take and provided a realistic timeframe for resolution. By presenting viable options and maintaining transparent communication, the client felt supported and reassured. This approach not only resolved the immediate issue but also strengthened our business relationship by demonstrating our commitment to finding effective solutions.

Following up with clients was a practice I valued in my import-export B2B role. After resolving a significant delay for a key client, I made it a point to follow up with them a few days later. I called to ensure that the new shipment arrived on time and to check if there were any further issues. This simple gesture showed the client that we genuinely cared about their satisfaction and were committed to continuous improvement. It reinforced their trust in our services and provided an opportunity to address any additional concerns, further solidifying our business relationship.

Each conflict in the import-export B2B sector was a learning opportunity. After dealing with a series of delays due to new customs regulations, I analyzed the root causes and our response strategies. I implemented new training sessions to keep the team updated on regulatory changes and improved our communication protocols. By learning from each incident and adapting our processes, we reduced future conflicts and enhanced our overall service quality. This proactive approach not only prevented similar issues but also demonstrated our commitment to continuous improvement and client satisfaction.

Effective conflict resolution in customer service requires a combination of skills and strategies. In my import-export B2B role, I stayed informed about industry trends and regulatory changes to better understand and address client concerns. Collaboration with the team and sharing experiences provided new perspectives and solutions. Regular training sessions and feedback loops were essential for continuous improvement. By staying proactive and adaptable, we were able to anticipate potential issues and enhance our conflict resolution strategies, ultimately ensuring better service for our clients.