Quelles sont les façons de prendre en compte le point de vue d’un client lors de la résolution d’un problème ?

Yet it doesn't mean the customer is always right. It just means I'm trying to understand the situation from their perspective, but I may not need to join them in their feelings.

Most or all of our perspectives are biased Different - Views, understanding, liking, disliking, need, etc. Helps eliminate one biased perspective by incorporating or considering other perspectives as well.

Lead with the mindset that the customer has something of value to share with you, so you are anticipating something positive vs a complaint. Listen carefully, acknowledge their concern (everyone wants to be heard), and try to end the call with the goal of customer retention. Whatever the outcome, there are customer insights to gain from the exchange.

Die Perspektive eines Kunden einzunehmen ist aus folgenden Gründen wichtig: Verständnis: Indem man sich in die Lage des Kunden versetzt, kann man besser verstehen, welche Herausforderungen, Bedürfnisse und Erwartungen sie haben. Bedürfnisidentifikation: Durch das Einnehmen der Kundenperspektive können Sie die Bedürfnisse des Kunden besser erkennen und verstehen. Problemidentifikation: Kunden können manchmal Probleme haben, von denen sie selbst nicht bewusst sind oder die sie nicht klar kommunizieren. Vermeidung von Annahmen und Vorurteilen: Das Einnehmen der Kundenperspektive hilft dabei, Annahmen oder Vorurteile zu vermeiden, die zu falschen Schlussfolgerungen führen könnten.

In tech, a good UX or User Experience is one of the hallmarks of a well-designed website. The human version of this is seeing your company the way your customer sees it. Putting yourself in their shoes and showing empathy is not just being a good human, it’s also a good business practice. It can show you opportunities for improvement in how your company’s processes work. The opposite of customer empathy, such as ignoring them or lecturing and not listening, can lead to terrible reviews online, lost trust, and lost business.

In my experience putting customer's interest at first place, start a journey of building trust within the relationship with customer. To take a customer's perspective when problem-solving, empathize with their needs and challenges. Gather feedback through surveys, interviews, and user testing to understand their pain points. Map out the customer journey to identify touchpoints and areas for improvement. Prioritize solutions that align with their goals and preferences, focusing on simplicity and usability. Continuously iterate based on customer feedback to ensure solutions meet their evolving needs. By prioritizing the customer's perspective, we can create more meaningful and effective solutions that drive satisfaction and loyalty.

Tendo o olhar do cliente, você entende em que estágio da venda, ou atendimento do processo de compra ele não ficou satisfeito. Para isso você precisa levantar todo o histórico da compra; desde o primeiro contato até a venda e logo, qual foi o problema neste processo. Muitas vezes o fato de você contatar o cliente, admitir o seu erro como empresa e mostrar que sinceramente quer resolver (muitas vezes um contato por ligação terá muito peso, dependendo do tipo de venda/produto.

Can you take your parents perspective, your friends, a critique, a random person, etc etc..? If you have not practiced taking perspectives in personal life. Then forget about taking perspectives in other spaces.

While talking to anyone in order to provide solutions, one needs to look whether they need a solution or just a way in order to solve the problem on their own. Here, active listening plays the key role followed by body language, validating through eyes and what energies you are emitting while being present. Since being present is subjective, one should not indulge in other activities while a customer is talking about their grievances. Showing genuine concern and how you really want to help them, makes them feel understood and to have faith in you.

Like any good journalist will tell you: always validate a story with more than one source. Yes, it's great to really understand an individual customer but look for themes and patterns.by understanding as many customers as possible

Das Einnehmen der Perspektive eines Kunden erfordert Empathie, Aufmerksamkeit und eine proaktive Herangehensweise. Diese Schritte helfen, die Perspektive eines Kunden einzunehmen: Aktives Zuhören: Hören Sie aktiv zu, wenn der Kunde sein Problem, seine Emotionen und seine Bedürfnisse beschreibt. Achten Sie auf verbale Signale wie Worte und Tonfall sowie auf nonverbale Signale wie Körpersprache. - Offene Fragen stellen - Paraphrasieren und Zusammenfassen - Anerkennung und Validierung Entschuldigung und Erklärung: Wenn angemessen, entschuldigen Sie sich aufrichtig für das erlebte Problem und erklären Sie die Ursache und die vorgeschlagenen Lösungen. Den Kunden ernst nehmen und aktiv an einer Lösung arbeiten.

This requires a great deal of patience and self control. I think it also needs us to be intentional to understand. Acknowledging errors and problems makes customers feel that they're not loading it over us for no reason, but it all depends on the kind of issue at hand.

It helps to reframe their motivations. In disagreements, people often judge each other as bad, mean, self-righteous etc. This is turning the other person's behaviour/opinions into a judgement and criticism of who they are as a person. That's often followed by assigning bad intent to them, assuming they are being 'difficult' deliberately. To reframe in your own mind, decide that that person is doing the best they can with the resources they have available - including time, money, energy, and information. Assume that their actions/opinions come from what they have learned or not learned. In this way, you see the common humanity in them, and can interact with an attitude of willingness to help rather than defensively taking things personally.

One thing I have found helpful for me is taking customer perspective is nothing but building a trust, by having them in the conversation. Listening to them without interruption solves half of their problems already so one really has to be a good listener while taking customer's perspectives.

Ter a perspectiva do cliente é usar prioritariamente de empatia. Se colocar no lugar dele, ouvir (sem qualquer viés) suas perspectivas e entender "suas dores" ajuda(rá) sobremaneira no atingimento da melhor "customer experience".

Das Einnehmen der Perspektive eines Kunden bietet eine Vielzahl von Vorteilen für sowohl Sie als auch den Kunden: Durch das Verstehen der Bedürfnisse und Erwartungen des Kunden können Sie Probleme schnell und effizient lösen, da Sie gezielt auf seine Anliegen eingehen können. - Aufbau von Vertrauen und Beziehung - Steigerung der Kundenzufriedenheit und -Loyalität - Mundpropaganda und Kundenbindung - Lernen und Wachstum Indem Sie die Perspektive, das Feedback und die Vorschläge der Kunden verstehen, erhalten Sie wertvolle Einsichten, die es Ihnen ermöglichen, Ihre Fähigkeiten, Produkte oder Dienstleistungen kontinuierlich zu verbessern. Dies alles führt zu einer positiven und nachhaltigen Geschäftsbeziehung.

It's not all the time though, you have to meet the customers needs. I mean, at times you offer what you can afford and the customer must figure out how to get the rest. Think of social media management, for instance. The client has a huge role to play in telling me the kind of content they desire me to create for them and the people to connect them to (I'm a VA). So, their contribution is key as well for quality services.

Our bias stop us from being receptive towards others opinions and perspectives. The only solution is to practice mindfully and being aware.

It's hard and slippery. Finding a common ground is at times better, or even agreeing that you thought you had met the clients needs and embraced their perspectives. It's draining if not we'll handled.

Kunden können negative Emotionen wie Frustration, Ärger oder Enttäuschung erleben, die beim Zuhören und Bearbeiten ihrer Probleme belastend sein können. Es erfordert emotionale Stabilität und Empathie, um angemessen darauf zu reagieren, ohne selbst übermäßig davon beeinflusst zu werden. Das Einnehmen der Kundenperspektive erfordert das Wechseln der eigenen Denkweise und das Verarbeiten verschiedener Informationen. Dies kann kognitiv anspruchsvoll sein und erfordert eine hohe Konzentration und Flexibilität. Das gründliche Einnehmen der Kundenperspektive erfordert Zeit und Aufmerksamkeit, die in einem schnelllebigen Geschäftsumfeld möglicherweise begrenzt sind. --> doch es lohnt sich! Aufrechterhaltung einer positiven Kundenbeziehung + Erfolg

Taking a customer’s perspective may be challenging because customers do not have it right all the time, although they may insist that they know better. Especially when it concerns their own needs. One way to address this challenge is to first gain their trust, before “selling” them any of your valuable solutions. Be intentional about building a collaborative relationship by establishing rapport, be genuinely interested in their point of views as well as the backstories. You will have more influence, and your client will be more open to consider your views when they trust you enough. So develop the rapport, and gain their trust first.

Seeking help is key. Even from the same customers, you can get help on how to serve other similar customers and understand them better. Experts, though, will be of more help to help you navigate

Nehmen Sie sich regelmäßig Zeit für Selbstfürsorge, um Ihre emotionale und mentale Gesundheit zu erhalten. Pausen einlegen, sich entspannen, Sport treiben und sich an Aktivitäten beteiligen, die Ihnen Freude bereiten, sind wichtige Wege, um Ihre Energie aufzutanken und den Stress zu reduzieren. Zögern Sie nicht, Unterstützung von Kollegen, Vorgesetzten oder anderen Personen im Unternehmen zu suchen, die Ihnen helfen und Sie verstehen können. Der Austausch von Erfahrungen und Perspektiven kann Ihnen helfen, neue Lösungsansätze zu finden und Herausforderungen besser zu bewältigen. Durch kontinuierliche persönliche Entwicklung meistern Sie Kundenperspektiven-Herausforderungen und stärken Kundenzufriedenheit und Vertrauen.

Fortunately most humans leak their likes and dislikes, you just need to practice being perceptive to these and improve your listening skills (all improvable). You then need to make sure you bring these to mind next time you are decision making and not just let your normal way of thinking full of all its biases take over. Many people find bringing in a visual or aural representation of a customer into the room (eg a mannequin or similar) a useful reminder. I often get teams to role play or put on the other person's psyche for the decision making process. Take your natural ideas and tear them apart from the customer's point of view and then you will have better ideas

First is to possess a high EQ. This is a trainable skill! Studies have shown that individuals who have high EQ are capable to resolve conflicts confidently and assertively.

BeyondEQ has developed the "tetrahedron theory" This is a novel content that can greatly help a person absorb other perspectives. Check it out.

I recommend "The Mom Test" by Rob Fitzpatrick. It is a super short book that gives you tools to truly get what the customer values. I have even inserted this logic into some of my software projects because it has been so helpful!

Practice empathy. Empathy is putting yourself in the other person shoes. An interesting way to practice empathy is to read good fiction. Books like Harry Potter, Lord of the Rings, Game of Thrones, or whatever suit your taste. Why is that helpful? Guess what the author is trying to do? Put you in the character shoes! When you practice being in another perspective, you can start imagining that when your customers is in front of you! Practice makes progress!