Lidiar con un cliente enojado debido a un percance en la entrega. ¿Cómo se puede revertir la situación sin problemas?

Arm yourself with as many facts as possible. Many times there is incomplete or incorrect information being used. Correct information, good or bad news, is always helpful.

Gérer un client en colère à cause d'un incident de livraison peut être délicat, mais avec une approche empathique et proactive, vous pouvez souvent transformer la situation en une opportunité de renforcer la relation client.

You are absolutely right! Your wisdom and experience show through, great advice! Always seek first to understand then to be understood of all the skills we learn in our life listening is one skill most difficult to learn, Communication, one of the master skills in life, the key to building win-win- relationships and the essence of a professional salesperson.

Concordo plenamente com a importância da escuta ativa no atendimento a clientes insatisfeitos. Ao oferecermos nossa atenção completa e validarmos os sentimentos do cliente, estamos construindo uma relação de confiança e demonstrando que nos importamos com sua experiência. Além disso, a técnica do parafraseamento é uma ferramenta poderosa para garantir que compreendemos completamente a situação. É fundamental lembrar que cada cliente é único e merece um atendimento personalizado. Ao aplicarmos esses princípios, podemos transformar uma situação negativa em uma oportunidade para fortalecer o relacionamento com o cliente e melhorar a reputação da empresa.

Yes it's always important to listen to the customer first. Let them speak out their dissatisfaction or disappointment. It will help to understand and know the exact pain area of the customer and then analyse & start de-scale it down slowly. Not everything a customer says is to be accepted but one has to be a good judge.

Maintain Proactive Communication: Keep the client updated on what you’re doing to fix the issue and when they can expect it to be resolved. Regular updates show you’re actively working on the problem. After it’s sorted, reach out to make sure they’re happy with the outcome and reinforce your commitment to better service.

Offer Compensation: If appropriate, offer a gesture of goodwill like a discount on future services, a small gift, or a credit. This shows you value their business.