Eu entendo que quando o cliente n?o se sente verdadeiramente ouvido, a frustra??o cresce rapidamente. Se minha equipe mostrar falta de empatia e compreens?o, intercederei de imediato para resolver a situa??o de forma eficaz. Vou ouvir com aten??o o feedback do cliente, garantindo que suas preocupa??es sejam n?o apenas registradas, mas tratadas com seriedade. Ao comunicar isso à equipe, farei com que vejam o feedback como uma oportunidade de melhoria, ajustando suas respostas para serem mais humanas e atentas às necessidades do cliente. Dessa forma, o cliente perceberá nosso compromisso em n?o apenas entregar solu??es, mas também em construir um relacionamento mais positivo e respeitoso.

When addressing feedback about a lack of empathy and understanding from clients, it's essential to acknowledge their concerns with sincerity and take proactive steps. Start by truly listening to client’s feedback and making them feel heard. Empathy begins with understanding client’s needs, emotions, and challenges, which then allows your team to respond more effectively. Focus on strengthening communication by being more transparent and approachable, which helps to build trust. Offer personalized solutions that reflect a deeper understanding of their business goals and values. Lastly, create a culture of continuous improvement, where feedback is not seen as criticism but as an opportunity to grow and evolve with the client’s expectations.

By acknowledge and validate the feedback, translate feedback into actionable insights and communicate the importance, you can help your team develop a more empathetic approach and effectively address client feedback, ultimately leading to better client relationships and improved service quality.

If team lacks empathy and understanding then we should first teach about it. as a EI traininer, I quote "Something wrong for you may be right for other" We have to tell the team, the base to be excellent in client management, is to understand requirements not only from your perspective but also from client persepective. Till you understand client's perspective you can not fullfill it completely. Similarly with feedback from client, ask them to do 1) release their agenda / their view 2) Wear a virtual hat of the client and see how will you feel in the similar situation 3) Now understand emotions., thoughts, impact of current situation as client and then relate with the feedback. This way they can understand in a better way.

Les métiers de la relation client sont des métiers qui peuvent être usants, pour refaire na?tre la flamme de l'empathie, il est utile de faire prendre conscience au collaborateur du fait qu'il est lui aussi 1 client dans 1 autre contexte. En tant que formatrice en relation client, j'utilise souvent le déplacement dans une autre situation pour montrer à quel point ?a peut être pénible quand la satisfaction n'est pas au RDV. Comme je le dis souvent à mes participants "Nous sommes tous le client chiant de quelqu'un d'autre" ?? L'important est de montrer au collaborateur que son r?le est de se mettre en posture d'apporteur de solution et de comprendre que les demandes et attentes du client sont légitimes face aux promesses faites par la marque.