Te enfrentas a un cliente molesto por los retrasos en la entrega de productos. ¿Cómo se puede revertir la situación?

O atraso na entrega é uma falha. Portanto, desculpe-se, procure corrigir de forma ágil (aprenda para evitar as próximas) e crie uma compensação para o cliente. Mostre que realmente sua empresa busca não errar e quando acontece é uma fonte de aprendizado. Se possível, depois de passado o problema e ter conseguido identificar as raizes e ter sanado ou trabalhado para a mitigação dos erros, volte a falar com o cliente e reporte a ele as medidas tomadas depois do acontecido. Ele vai gostar de saber que o caso não foi esquecido e que foi cuidado pela gestão para que não volte a ocorrer. Eu iria gostar de receber esse retorno da empresa! É o início para a recuperação da confiança abalada.

To turn the situation around, start by acknowledging the client's concerns and frustrations. Apologize sincerely for the delays and express understanding of how it impacts their business. Offer transparency by explaining the cause of the delays and what steps are being taken to resolve them. Provide a revised timeline and ensure regular updates moving forward. Additionally, offer a gesture of goodwill, such as a discount or additional service, to demonstrate your commitment to their satisfaction. This approach shows empathy, builds trust, and reinforces your dedication to delivering value.

Back in 2014, I worked as a data entry clerk for a local business owner in my hometown. The shop was always bustling with customers eager to purchase our mobile phones. However, I occasionally dealt with unhappy clients, either due to pricing issues or delays caused by shipment and flight disruptions beyond our control. To address their concerns and ensure their satisfaction, I employed a two-step approach: First, I would acknowledge the client's frustration and the inconvenience caused by the delay. Then, I’d offer a sincere and prompt apology to show empathy and understanding, reassuring them that their concerns were being taken seriously.

It's tough when a project doesn't go to plan. And especially rough when you're faced with an angry | annoyed | upset (*delete as appropriate) client! In an ideal world, you'd get in front of any issues. Don't bury your head in the sand; be proactive if you see things starting to slip. Situations can be more challenging to manage if the client already needs to raise the issue. But if you're faced with that predicament, some steps I find helpful are: -Acknowledge their concerns and show you understand their frustrations. -An apology can go a long way, but don't dwell on what happened -Be proactive with a plan for getting back on track and ensuring similar issues won't happen again -Check in regularly to make sure the client feels valued

first of all, acknowledging his concerns & identifying the solutions & timely update on your actions on issues may create the strong impact on client, there are some days when things get delays by known & unknown reasons, but your actions to resolve the matter or giving solutions impacts a lot, even client will understand that their concerns has been identified & actions are being taken from supplier. in most of cases i have personally seen that people stop attending calls or not answers properly. Politeness & efforts to resolve the matter impacts a lot to anyone.

In my experience, I usually provide context for the issue by giving a clear and honest explanation for the delay without making excuses. If there were unforeseen circumstances, I briefly mention them while taking responsibility. Example: "Unfortunately, we've been experiencing some unexpected supply chain issues due to severe weather conditions or supplier disruptions, which have affected our delivery schedules."

Para reduzir falhas de comunicação sobre a entrega, é essencial que as empresas adotem práticas mais transparentes e eficientes na última etapa da entrega. Isso pode incluir o envio de notificações em tempo real, fotos do local da entrega ou até mesmo a confirmação do recebimento diretamente com o cliente. A implementação dessas práticas melhora a experiência do cliente, reduz a quantidade de reclamações e fortalece a confiança no serviço.

Dependiendo del perfil emocional que tenga en ese momento la persona con la que estás hablando, quizás sea interesante el aportar información sobre el motivo del retraso. Por experiencia propia, también te digo que habrá personas que le importe tres pares de narices el motivo que ha causado el retraso de la entrega y su preocupación y foco está en conocer una solución a su problema, es decir, previsión de entrega.

# Make it your mission to find a solution for the problem. But, before you suggest the solution to the customer, ensure that you can actually deliver that solution. Last thing you want is a promise which you cannot deliver. # If multiple options can be given towards solving the situation, give your recommendation on which option you think will work best. Even it its a temporary solution (until the full scale solution is ready), back it up with data and past experiences on why you believe its the best solution. # Give the customer a peace of mind - reduce the amount of work (if any) the customer needs to do towards building a solution. Even if it is as simple as taking a faulty sample from one office to the other, do it! #

En estos casos de retraso de entrega de un producto/servicio es importante que tengas una solución en mano, incluso, antes de comunicarle nada al cliente. Personalmente no soy un defensor de ofrecer descuentos en próximas compras ya que puede ocurrir que el cliente no lo valore (¿tú volverías a comprar a una empresa cuyo proceso de entrega ha sido totalmente desastroso? .. quizás no, incluso siendo más baratos). ¿Le podemos añadir algo a mayores a su pedido?. ¿Podemos ofrecerle algo extra en este mismo momento?. Sinceramente, si puedo ... como si le tengo que llevar el material yo en persona: es una manera de pedirle disculpas y que el cliente compruebe que el compromiso con la resolución de este tipo de incidencias es, sobre todo, personal

A crucial part of turning around a difficult situation is follow-up. After the initial conversation, regularly check in with your client to update them on their delivery status and reassure them that they are your priority. Continuous communication is key—it demonstrates that you’re attentive to their needs and committed to resolving the issue. This consistent follow-up not only helps manage their expectations but also strengthens trust, showing your dedication to providing excellent service, even when challenges arise.

Personalizar o serviço, acima de tudo, é exercitar a humanização em cada etapa da jornada do cliente. Quando uma empresa se preocupa em adaptar suas interações às necessidades individuais, ela vai além do simples cumprimento de uma entrega ou resolução de um problema – ela demonstra empatia e compreensão genuína.

Vender es fácil ... atender incidencias o problemáticas ya es otra cosa. Por eso es tan importante personalizar en todo lo que se pueda la resolución de la incidencia. A veces es cuestión de detalles muy pequeños pero que, sin duda alguna, marca una gran experiencia de cliente aunque estemos hablando de una mejorable. Algo tan sencillo como el que la interlocución sea única con el cliente, es decir, que dicha persona sólo tenga que hablar con alguien concreto de la empresa, es un pequeño ejemplo de la personalización. ¿Se te ocurre alguna más?

Following up not only gives a sense of trust with the customers, but also paves way for the customer to understand that the company is taking efforts to ensure a better customer experience. In my experience, I have always seen following up works as a magic when there is already a set back on delaying a product delivery. Customers will understand that you are taking genuine steps to ensure they are treated as priority. This also helps in translating the customers that you are taking efforts to resolve the issue. Continuous communication with customers especially when they have already faced a delivery delay will help you bridge the gap and earn the customer trust that efforts are taken to better the customer experience.

Uma das estratégias para reduzir o tempo de entrega quando o cliente não está em casa é garantir que entregas a terceiros, como zeladores e vizinhos. Contudo, precisam ser devidamente comunicadas para preservar a satisfação do cliente.

Aunque el cliente tenga una mentalidad pesimista con la resolución de la incidencia es vital que la tuya sea positiva y SIEMPRE centrada en la solución: no digo que sea fácil (y todo depende del cliente porque hay alguno que es para darle de comer aparte). Tú sigue, con foco claro en resolver el caso ... a pesar de todo: da igual si llueve, si hace frío o si nieve. Paso a paso, resolviendo, haciendo seguimiento hasta que, por fin, se resuelve el tema: no hay tormenta que dure cien años. Y, cuando salgas de la tormenta, comprobarás que hay muchos clientes que te pedirán perdón y entenderán que han sido un "poco" cenizos.

There is one magic word which can turn a client from upset to enchanted: surprise. Especially in the luxury industry I observed how the most demanding clients were immediately calm down when the sales avidité said ‘I have a surprise for you’z