Estás gestionando una queja de un cliente. ¿Cómo puede mostrar empatía sin dejar de resolver su problema de manera efectiva?

I always listen first when there is a customer complaint. It helps calm the customer down when they know you are listening. You are dealing with a lite fuse your trying to die out. Defuse the situation is always easier when the customer knows you are listening and they are calm.

Son más las veces que un cliente se va insatisfecho por el nivel de atención recibida, que por la resolución o no de un problema técnico. La escucha y trato humanizado es fundamental para gestionar problemas. Si bien en algunos casos dada la naturaleza y complejidad del problema no puede solucionarse, al menos no rápidamente. Garantizar un servicio humanizado y escucha activa, mejorará considerablemente la satisfacción del cliente.

One thing that we find helpful when handling a client’s complaint / claim in a B2B setting is to have a long term business relationship mindset. In our previous experience (Furniture Exporting), we loss money initially to provide product replacements. Knowing that if we could solve our client’s problems we prove that we are a reliable business partner and in it for the long haul. Next time a customer complaint / claim comes your way, embrace it and take it as a chance to show what your company really made of.

Start by listening carefully to the customer’s complaint and acknowledging their feelings. Apologize for any inconvenience they’ve experienced, showing that you understand their frustration. Then, focus on finding a solution by explaining the steps you’ll take to fix the issue. Keep them informed throughout the process, and make sure they feel valued and understood. This approach shows empathy while also solving their problem effectively.

These days, it takes more than just canned language - "I understand your frustration etc etc" - is not going to cut it. Superior customer service skills are those which acknowledge feelings specifically and intentionally. The customer will feel heard if you demonstrate how you understand their problem and how it is impacting them. These days, with technology, chat bots and AI seeming to be the first point of contact, the live human connection will be important - and will come at a premium.

Procurar entender o ponto de vista do cliente leva necessariamente a dar razão. Procure - nem que seja apenas na sua mente, sem falar nada - dar razão ao cliente para entender exatamente o que o levou a fazer aquela reclamação. Pode parecer contra intuitivo, pois tendencialmente somos levados a nos defender.

Turning a complaint into a positive should be the key. We can do this by first listening- yes listening to the problem. You can mirror the persons comments so they know you are truly hearing them. Let them know you appreciate that they are reaching out about the problem. Solve the problem and follow up to make sure it was solved and then ask if they need anything else. I also let them know if you need anything else you can contact me and noone else.