Para superar dilemas no atendimento ao cliente e alinhar expectativas com a entrega, foco em três estratégias principais. Primeiramente, estabele?o uma comunica??o proativa, definindo expectativas claras desde o início da rela??o, o que evita mal-entendidos. Em segundo lugar, busco feedback contínuo dos clientes para compreender suas necessidades e ajustar os servi?os conforme necessário. Por fim, invisto no treinamento da equipe em habilidades de resolu??o de problemas e empatia, permitindo que lidem com quest?es de forma rápida e humana. Essas abordagens n?o apenas preenchem a lacuna entre expectativas e entrega, mas também fortalecem a satisfa??o do cliente e a fideliza??o.

By being proactive. As I always say during my courses, a good question to ask ourselves is "what do I absolutely want my clients to be aware of right from the starts?". And even though that information may disappoint them, it is better now than later when it is too late. At the end of the day, customer service is not always about making your clients happy, but also about telling them the things they don't like to hear so they understand how things work. As it is better to have them aware of something they will not be too happy with (such as deadline or specific requirements for instance) rather than not saying it to not frustrate them but then end up with a very dissatisfied customer later.

When dealing with a customer service dilemma, I focus on transparency and proactive communication to bridge the gap between expectations and delivery. First, I acknowledge the customer’s expectations and show empathy for any inconvenience. Then, I clearly explain any limitations or challenges that may be causing a delay or issue, setting realistic timelines or solutions. If possible, I provide alternative options that still meet their core needs, demonstrating flexibility and a commitment to their satisfaction. Following up regularly ensures that they feel supported and informed. By being honest, attentive, and solutions-oriented, I work to regain trust and align outcomes with expectations.