To handle a demanding client during peak hours, I prioritize communication and empathy. I would calmly explain the situation, such as, 'We are currently handling a high number of requests, but rest assured that I’m personally following up on your issue to ensure it’s addressed as quickly as possible.' Additionally, offering a temporary solution or alternative, such as, 'In the meantime, here’s what we can do to keep things moving forward,' can help manage the client's immediate needs while maintaining trust in the support process

Esse é o momento de parar e escutar a demanda do cliente, se colocar no lugar dele e focar na solu??o dele…esse foco pode ajudar a solucionar com mais velocidade para voltar para as demais demandas! N?o resolver o cliente exigente n?o fará diminuir a demanda.

In der Regel werden Kunden erst "schwierig", wenn sie sich vorher nicht ausreichend gesehen gefühlt haben. Um die Situation nicht noch weiter zu eskalieren und somit den Zeitaufwand noch weiter zu erh?hen, gilt es nun zuzuh?ren und sicherzustellen, dass der Sachverhalt eindeutig verstanden wurde. Auf Basis der vorhandenen Informationen k?nnen dann n?chste Schritte geplant und realistische Erwartungen kommuniziert werden.

1. Acknowledge their concern and be empathetic to assure them that you care for them. 2. If an immediate solution can be provided, do it right away. 3. If the response needs more time, assure them that the issue will be addressed at the earliest within a specific time frame.

Peak support hours means let's multitask! A customer who has a concern and contacts you does not know about peak or not-peak hours. He is in need of support. The peak hour is your responsibility to manage. Every customer has his/her own value and his need for support should be treated with respect. You have to find ways to streamline the support processes and be more effective and quick but not frivolous. Quality of service>speed. Treat them the same way you want to be treated when in need. After the completion it's your responsibility to come back to whatever you were doing before or be ready to support another customer as it is peak time!