You're facing a client dispute on a transaction. How will you navigate the resolution process effectively?

To navigate a client dispute effectively, begin by actively listening to the client's concerns to fully understand their perspective. Gather all relevant documentation and evidence related to the transaction to ensure you have a comprehensive view. Facilitate open communication, proposing potential solutions while remaining empathetic. Finally, aim for a mutually agreeable resolution, documenting the outcome to prevent future misunderstandings.

1) Identify the transaction 2) Checking method of transaction (identify error) 3) Briefing the error 4) Action and correction highlights Through out this process it's very important to clarify that Client must be satisfied and the process must be develop and set that in future disputes not be repeated..

Para que qualquer resolução seja satisfatória e suave a todas as partes é necessário (e vital para o bom andamento das negociações) conhecer com profundidade as empresas envolvidas, entender as suas expectativas e alinhar os limites de onde se quer ou pode chegar. É muito comum em disputas se olhar apenas para o próprio “umbigo” o que acaba tornando o processo decisório mais complexo e aumentando a distância de um bom fechamento. Independente do contexto da disputa o que nunca poderá fugir aos nossos olhos é a vinculação de nossas atitudes aos valores da nossa empresa, para que a disputa tenha um resultado favorável e mantenhamos nosso posicionamento de correção nos relacionamentos intocável, o que gerará longevidade ao nosso negócio.

Last year, a customer once raised an issue on a particular deal, and that is when this tactic came in handy. After a barrage of complaints, we settled for a 30-minute call which we complained on. I used it to refer to the contract in real time and I prepared a shared doc to list all the actions that we agreed on. I escalated it and made a suggestion for a win-win change of the circumstances to address the situation smoothly without compromising the relations.

Assuming the dispute is about the validity of the invoice, and what was invoiced is what was agreed in the original contract: Before doing anything, check thoroughly the deliverables as stated in the contract, then what the customer was supposed to achieve and what may have been promised. If your company complied with its obligations and promises, you will need to be firm. Otherwise prepare for corrective actions, don't overpromise and make your company accountable. In any case, try to talk face to face, video, or on the phone. The human interaction can change everything.