Some complaints need to be addressed; others must be let go. We had a new client who needed help with the financial report. However, she was demanding and requested an unreasonable timeline. Our staff already tried to work over the weekend to help her, but she delayed the documents and information provided to us, so the tax filing was late. She was mad and said she would do a one-star review for our firm. I replied to her as follows: "We are very sorry our service did not meet your expectations. Thank you for your honest feedback. Please give a one-star review; it would look fake if all our reviews were five stars." Our company will take care of the complaint within 24 hours if it is reasonable.

When faced with a client complaint, start by actively listening without interruption, showing genuine empathy. Acknowledge their feelings to help them feel understood, which is key to defusing tension. Stay calm and focused on understanding their perspective, rather than rushing to defend or explain. Once you fully grasp the issue, offer a constructive solution that addresses their needs while managing expectations. Follow up to ensure they’re satisfied, reinforcing that you’re genuinely invested in their experience and resolution.

Lidar com clientes e suas reclamações nunca é uma tarefa fácil e a IE faz total diferença no manejo da situação. Diante de uma crítica, é bem comum se colocar em uma posição defensiva, mas quando estamos falando de relacionamento como consumidor, isso não tende a trazer bons resultados. Mesmo que o cliente não tenha razão, é preciso ouvir com atenção e demonstrar empatia, além de se colocar à disposição para resolver a questão. Caso a raiva tome conta nessas horas, é fundamental manter o controle e não permitir que a emoção seja exposta ao consumidor. Para isso, se deve investir tempo em um treinamento prévio do manejo das emoções a fim de evitar constrangimentos na hora de lidar com o cliente.

The first step in handling a client complaint is to put yourself in the client's shoes. Try to understand their perspective and empathize with their feelings of frustration or disappointment. By showing empathy and acknowledging their concerns, you can build rapport and trust with the client, which can help de-escalate the situation. Once you have listened to the client's complaint and validated their feelings, it's important to apologize for the inconvenience or issue they have experienced. Taking responsibility for the mistake, even if it wasn't directly your fault, can show the client that you are willing to make things right and take their concerns seriously.