Wie würden Sie mit einem Szenario umgehen, in dem ein wichtiger Kunde seine Unzufriedenheit mit Ihren Dienstleistungen zum Ausdruck bringt?

As you listen, it can be helpful to focus on facts. It's hard not to be defensive if you feel you put in effort. When this instinct kicks in, remind yourself to listen for facts. Is the complaint legitimate? Even if there is additional emotion, it's a fair issue if the fact is delivery was late, someone was rude, etc. Focus on facts to avoid that defensive stance as you're listening. Then remember complaints are gift. Most customers won't share when things go wrong. This customer cares enough to share and help you get better.

Be present. Actually be there for the customer and engage in a conversation. Be accountable. Follow-up. Follow-through. Or, fall down. Be consistent. See above. Or, see-you-later.

One thing I found helpful is to begin with empathy. Expressing that as consumers and providers we have all been in situations where expectations were not realized. Then listen without interruption. Let the customer get it off their chest so to speak. And take each key point and have a respectful discussion. In the end, it’s about taking ownership, maintaining trust, honesty empathy. The customer is not always right. Having the backbone backed by facts can help the customer to also learn from a mistake

Listen with empathy. Gather facts, background, never respond that you can or cannot "fix" the issue until you have the background from all sides. Be prepared that it won't be an answer that the customer may like, so have some alternatives in your virtual pocket to help potentially ease the reaction.

Para detectar patrones que se puedan repetir, y mejorar, es importante digitalizar el contenido y caracterizarlo mediante clasificación y tags. De esta manera se podrán trabajar de manera más eficiente las mejoras. Dar feedback de lo que hemos hecho con la reclamación es siempre aconsejable, el cliente a de ver que nos está ayudando a mejorar. La IA puede ayudar mucho en el proceso de clasificar, buscar patrones cuando el volumen es muy grande y hacerlo manualmente requiere mucha dedicación y diferentes profesionales que aportan diferentes maneras de clasificar, introduciendo sesgos en los resultados.

Empathy is key in understanding client dissatisfaction. Simply apologizing every time will not solve anything, as customers can sense if you genuinely mean it or not. They can judge you as insincere, especially when their emotions are high. It's not always necessary to apologize for everything, but to show empathy and concern through your actions. It's not about who is right or wrong but about going beyond words and rectifying any errors that occurred. Show genuine concern and understanding, which speaks louder than a simple apology.

😔Peça desculpas e assuma a responsabilidade: Independentemente de quem ou o que causou a insatisfação do cliente, peça desculpas sinceramente em nome da empresa. Assuma a responsabilidade pelos problemas enfrentados e deixe claro que você está comprometido em resolver a situação.

A heartfelt apology can bridge gaps when a client is unhappy. It’s essential to convey sincere regret for their experience, without necessarily admitting fault. This approach helps to calm tensions and shows that you value their feedback. An apology paired with a promise to make things right can significantly improve the client's perception and pave the way for a more detailed discussion on how to address their issues effectively.

Da igual si el cliente tiene o no razón. Ante una queja por parte del cliente, ha de existir un plan de acción para cambiar la percepción del cliente.

Ter humildade ao reconhecer um problema é muito importante na resolução de problemas ! Muitas vezes não é sobre o cliente ter razão ou não , mas sim questão de ter empatia com o outro , que pode estar nitidamente alterado , por ocasião do ocorrido! Um pedido de desculpas fará com que o seu cliente se sinta acolhido ! Esse é o primeiro passo . Ouvir atentamente e depois explicar a situação …

📝💬 Faça perguntas para entender melhor: Faça perguntas abertas para obter mais informações sobre as preocupações do cliente. Isso ajudará a esclarecer o problema e mostrará que você está genuinamente interessado em resolver a situação.

It is important to arrive at Root Cause Analysis to uncover the reasons for the issue. This can be done using the 5 Why's method and is incredibly valuable before the next step of suggesting solutions. By following this method, we are ensuring that solutions address real causes and one can take action so that the same issue does not occur again.

We all know that feeling, when the person on the other side genuinely wants to help us reslove our issues. We can spend all day barking, but that wont get us to where we want to be. Learn to dig down for the root cause and plan together how to overcome!

💡Ofereça soluções: Com base nas informações fornecidas pelo cliente, apresente soluções possíveis para resolver o problema. Seja flexível e esteja disposto a encontrar uma solução que atenda às necessidades e expectativas do cliente.

Many a times we will not be able to offer alternative solutions to the dissatisfied client.we have keep the discussion genuine..promise appropriate action and follow-up for closures to avoid repetition...if any workaround is possible then provide it to the client. Send some flowers or vouchers if possible

Una vez se ha redefinido el proceso que podría estar causando ese queja del cliente, hay que mantener una comunicación abierta y transparente con dicho cliente. Da igual si pones a funcionar una solución y el cliente no es consciente de ello. Es parte fundamental del proceso.

One thing that may be added is that even if you don’t have a clear solution to provide at the time of the incident, you need to make the customer feel understood, he needs to feel that you are working on his issue, and will do the best to solve it asap. That’s how you keep your customers in tough times.

Goal: Collaborate with the client to find a resolution that meets their needs. Example: "Based on what you've shared, here are a few options we could consider to address the issue..." (Then, present tailored solutions). Pro Tip: Be transparent about timelines and next steps. Consider offering a "value add" like a discount or expedited service.

Feedback is a gift — and any customer willing to share their perspective should be thanked and get a relevant response. Too many companies ask for ratings, reviews or customer feedback — only for it to go into a black hole or biz analyst report to the C-suite. That’s a sure fire way to alienate a customer and never receive feedback again. No matter how big or small, brands can and should triage and reply to feedback — earning the right to win back a customer and improve their overall service. The service recovery paradox suggests you may even create a deeper connection and win a customer for life!

Contatar o cliente após um tempo , também é uma estratégia de fidelização e demonstra interesse por parte da empresa! Eu acrescentaria ainda um mimo como pedido de desculpas. Os clientes gostam de se sentir acolhidos e sentir que a empresa se importa com ele . É como nas relações humanas! Afinal , no fim das contas tudo é de pessoa para pessoa … quem vai resolver o problema ? Uma pessoa . Quem vai pedir desculpas ? Uma pessoa.

Ensuring an effective way of listening and getting ongoing feedback at key points can be very effective in reducing the likelihood of a surprise complaint and awkward situations. In effect we are talking about effective lead indicators which will allow you to course correct and avoid larger issues while maintaining engagement.

Goal: Ensure the issue is fully resolved and the client is satisfied. Example: "I'll be checking in with you next week to see how things are going. Please don't hesitate to reach out if you have any further questions or concerns." Pro Tip: Exceed expectations by following up sooner than promised or offering additional support.

It’s equally paramount as providing a solution as follow up message increase engagement with customer with our brand. More importantly gollow up, you can address problems before they become bigger, which can damage your relationship with your client.

Goal: Use the experience as an opportunity for growth and improvement. Example: Conduct a post-mortem analysis with your team to identify areas for improvement in your processes or communication. Pro Tip: Share lessons learned with relevant stakeholders and implement changes to prevent similar issues in the future.

Taking a Customer Centric and continuous improvement approach should be a methodology that is built into the DNA of any organisation. Clear process and approaches are needed here to build the right culture where innovation and improvement is rewarded. This approach can also lead to new and innovative ways to provide better or new services which can become a differentiator for your business.

📚Aprenda com a experiência: Após resolver o problema do cliente, faça uma análise interna para identificar as causas raiz da insatisfação e encontrar maneiras de evitar problemas semelhantes no futuro. Use essa experiência como uma oportunidade para melhorar seus processos e serviços.

Every instance of dissatisfaction is a learning opportunity. One needs to use this to refine the processes and enhance service delivery. It's as good as leaning from the mistakes and can avoid such situations. Learning and adaptation are vital for maintaining high standards. This proactive approach not only resolves current issues but also strengthens future relationships.