Your team is at odds over a client's urgent request. How will you prioritize and resolve the conflict?

When faced with conflicting client requests, my first step is always to objectively assess the urgency of the situation. I evaluate the potential impact on both the client’s business and our own, ensuring we address truly critical issues first. By using company policies and the client’s specific needs as a guide, I can prioritize requests based on urgency and importance. This ensures our team stays focused on what matters most and delivers timely solutions where they’re needed most.

1. Evaluate Urgency: Drawing from my experience at Teleperformance and Concentrix, I would assess the request's urgency based on its potential business impact. 2. Balance Priorities: By aligning team resources with the client's needs and company policies, I would focus on resolving the most pressing issues first. 3. Facilitate Team Collaboration: Open communication ensures we can address concerns effectively, prioritizing tasks with clear goals.

Cada colaborador tem uma experiência única no atendimento, se depara com diferentes situações e problemas, isso faz com que cada um tenha uma carga de conhecimento diferenciada de como lidar com cada divergência, logo sua visão de como resolver um problema se difere dos outros. Muitas vezes o que pode funcionar bem em um caso de urgência pode não ser o ideal em outra situação. Por isso, é importante avaliar as opiniões de todos que tenham algo a acrescentar na pauta

n my experience, understanding the differing viewpoints within a team is key to effective problem-solving. Each member brings unique insights based on their expertise, and by actively listening to their concerns, I can gain a more comprehensive understanding of the situation. It’s not about choosing sides, but rather about valuing these diverse perspectives to create a well-rounded, informed approach. This not only leads to better decisions but also fosters a more collaborative and respectful team environment.

In my experience, once I’ve gathered all the differing viewpoints, the next critical step is finding common ground. Even when opinions differ, there’s usually a shared goal—like delivering excellent service. By focusing on these mutual objectives, I’ve been able to foster collaboration and guide the conversation towards solutions that everyone can support. This approach not only strengthens team unity but also ensures a cohesive and effective response to the client’s needs.

Once I’ve assessed the urgency and gathered team perspectives, I focus on proposing actionable solutions that balance the client’s needs with the team’s concerns. I make sure the options are realistic, aligning with our team’s capabilities and resources. Presenting multiple approaches allows for flexibility, and I always encourage feedback to ensure practicality and get buy-in from everyone. This collaborative approach not only leads to better outcomes but also strengthens team ownership of the solution.

Ao propor soluções, é vital ser: - Realista - Adaptável - Ter conhecimento do caso Precisa-se saber o que é viável ser implantado na empresa, é necessário adaptar-se ao que faz mais sentido dentro daquela urgência e principalmente buscar entender bem o problema. Às vezes um mesmo problema pode ter causas diferentes, o que requer soluções diferentes. Pedir feedback, analisar os dados e a opinião dos envolvidos e especialistas são algumas formas de identificar e entender melhor o problema ou urgência

From my own experience, 1. Prioritizing the client's urgent request while balancing team concerns for long-term success. 2. Presenting actionable, feasible solutions that align with the team's strengths and address the client's needs. 3. Encouraging open feedback to ensure practicality and team alignment. 4. Focusing on maintaining quality under tight deadlines, drawing from experience handling high-pressure situations in customer-focused roles.

After evaluating the solutions, the next step is to make a clear decision and implement it. I’ve found that transparency is key—communicating the rationale behind the decision helps get buy-in from the entire team, even from those who may have had differing views. To ensure smooth execution, I assign clear roles and responsibilities, so everyone knows what’s expected of them. This approach ensures that the plan is carried out efficiently and keeps the team aligned toward a common goal.

From a proactive and decisive approach, 1. Focus on aligning the team with the client’s urgent request, emphasizing the impact on the overall business. 2. Encourage open discussion to explore all options and resolve differing views. 3. Implement the chosen solution by clearly defining roles, responsibilities, and timelines. 4. Ensure transparent communication to gain team buy-in.

Muitas vezes é criado um bom plano de ação, mas na prática ele não é implantado da forma correta ou pelo tempo necessário, por isso é muito importante avaliar se o plano está trazendo resultados. De nada adianta um bom planejamento se não for implantado de acordo para agregar o devido resultado

In my view, 1. Assessing the urgency: Evaluation of the client's request to understand the criticality and business impact. 2. Collaborative decision-making: Encouraging open discussions among the team, ensuring all viewpoints are considered. 3. Align priorities: Focusing on delivering what benefits the client and the team’s objectives. 4. Delegate tasks: Assigning roles based on expertise to meet the deadline efficiently. 5. Resolve conflict swiftly: Using data-driven insights and company policy to support decisions. 6. Monitor outcomes: Continuously tracking the solution's effectiveness, adjusting as needed to meet client expectations.