The customer needs comfort in the immediate that their problem is heard and there is a path of resolution. It is important to keep the customer updated on the progress to resolution, with an anticipated timeframe that everything will be resolved. The key factor in this is delivering on your word of a realistic timeframe.

Always remember there is more to the story. Let the person know you need to listen to solve the problem, and look for clues as to the real issue. But always listen. The worst thing you can do is give a quick response to end the situation (unless it calls for it, and that solution is proper). We can be quick. We can be right, but seldom both at the same time. Hint: if your answer has the words, "our policy," in it, then you are giving a bureaucratic answer, and not a solution.

Manterei a calma, ouvirei atentamente as preocupações do cliente e reafirmarei meu compromisso em resolver a questão. Em seguida, forneceremos um prazo razoável para a solução e, se possível, apresentarei alternativas temporárias enquanto trabalhamos na resolução completa. A comunicação clara e empática é essencial.

Listen with the intent to learn what they really need. Many times, educating is the best tool in the tool box. I focus on closing the gaps in knowledge and then commit to gaining a resolution. I explain the steps necessary and give a clear timberline on the resolution completing date. Communication is key.

We also need to set expectations so the side needing to offer the resolution is allowed time to investigate the situation accurately so a precise resolution is offered as quickly and efficiently as possible

1- Keep things simple! Don't over-complicate a situation. 2- Let them talk, and LISTEN to what they tell you is wrong. 3- Pay attention to tone, tone says a lot about their frustration, and will help us adjust our tone to not make things worse. 4- Take notes of details they give you of the situation at hand, what is causing their frustration. 5 - Ask clarifying questions, this level sets us to ensure we understand, and provides a sense of ease to the customer because they feel heard. 6- Don't over promise! Provide reasonable and achievable timing for follow-ups throughout the process of finding a resolution. 7- Even if the end result isn't what's expected, you kept communication with the customer at all times, and this goes a long way.

Le client a besoin d’être rassuré dans l’immédiat que son problème est entendu et qu’il existe un chemin de résolution. Il est important de tenir le client au courant de l’avancement de la résolution, avec un calendrier prévu pour que tout soit résolu. Le facteur clé à cet égard est de tenir votre parole d’un calendrier réaliste.

Os clientes gostam de se sentir bem tratados, gostam de sentir que toda a atenção naquele momento está voltada a ele, eu ouviria atentamente a questão, apresentaria uma solução intermedia de forma a lhe colocar mais calmo, em seguida daria sequência no processo.