How would you handle a Tipalti customer who is incorrect and rigid about their stance?

Question

Anonymous · Accepted Answer

Communication is key on this case. Customer needs to understand the risks and
consequences of his actions. If the is wrong, we need to take some time and
speak clearly with this customer, making him understand why he is wrong and,
above all, how we can reach the goals or fulfill the requests he is asking for.
making an action plan of what can be done first and what needs more time to be
taken care of will make the customer know what to expect and follow up each step
of the plan, with dedicated deadlines for all steps until the full soluction is
taken place.

Anonymous · Answer

First I’ll express my empathy and will acknowledge that I understand his
concern.

Second I’ll analyse and find a solution with details which help to mitigate
conflict and will help client to understand it and take action.

How would you handle a Tipalti customer who is incorrect and rigid about their stance?

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