Promptly acknowledge the mistake and take responsibility. Offer a clear, honest explanation and propose a solution to address their concerns. Ensure transparent, consistent communication going forward, and follow through on promises to rebuild trust and strengthen the relationship.

When faced with a situation where a customer's trust has been lost due to a communication failure, a proactive and urgent stance is required, activating a crisis communication plan. In this critical situation, the plan should provide for an immediate response depending on the degree of complexity and damage to the organization's image, for example: calling on the main media outlets to explain the situation with the measures and provisions already adopted, creating institutional advertising campaigns in order to provide a quick response to the community; or even involving the main stakeholders to clarify that the issue is under control, and the organization's situation is in line with best practices, in accordance with current legislation.

Regaining a client's trust after a miscommunication involves sincere acknowledgment of the issue, taking responsibility, and clearly communicating the corrective steps you'll take. Start with a heartfelt apology that addresses the specific miscommunication and its impact on the client. Outline a clear plan to resolve any resulting issues and prevent future misunderstandings. Offer something of value, like a service upgrade or a discount, to demonstrate your commitment to their satisfaction. Maintain transparency throughout the process and follow up to ensure the solution meets their needs. Building trust requires consistent and reliable communication, demonstrating that the initial misstep was an exception, not the norm.

Crie um plano claro e detalhado para resolver a quest?o atual. Isso pode incluir ajustes no servi?o ou entrega, prazos revisados ou até compensa??es, se necessário. Demonstrar proatividade e compromisso em resolver o problema. Implementa??o de Novos Processos. Introduza novos processos ou ferramentas de comunica??o para melhorar a transparência e o fluxo de informa??es (por exemplo, relatórios regulares, check-ins programados). Prevenir futuros mal-entendidos e garantir que o cliente esteja sempre atualizado sobre o andamento dos projetos. Após implementar as solu??es, solicite feedback regularmente do cliente sobre o novo processo e a comunica??o.