Vous avez reçu un retour critique d’un client. Comment pouvez-vous les transformer en informations précieuses pour la croissance ?

Try not to let your emotions get the better of you. Take a deep breath and address the issue with an open mind. Embrace the feedback and dissect it to find the underlying issue.

Quando um cliente faz uma crítica negativa sobre o nosso atendimento a primeira coisa que fazemos é achar que a pessoa não é legal ou esta em um mal dia, mas não paramos para pensar o que há de errado em nosso atendimento. Abrace o feedback e faça um mapeamento dos seus erros e acertos no atendimento, não apenas pensando em você, mas também pensando no outro, utilize esses insight e crie estratégias de melhoria, para um relacionamento forte com o seu cliente.

It is important to pay attention to where the deficiency lies.Admit your mistakes, don't cover them up. It should be actively discussed so that such shortcomings are avoided which we cannot repeat again in the future. You can handle customer criticisms, creative form,Acknowledge and assure them that you want to tackle this problem from its roots.

O feedback de um cliente é uma informação valiosa para qualquer vendedor. Quando positivo, fortalece a relação e permite aprimorar o atendimento para superar as expectativas. No caso de feedback negativo, o vendedor deve analisar, reconhecer se for pertinente, e focar em uma solução assertiva e rápida. O cliente que oferece feedback demonstra lealdade à marca e merece todo o respeito. Quer melhorar seu produto? Peça feedback ao cliente.

While working at FINCA Microfinance Bank, as Head of Marketing and Customer Experience, I had implemented a Voice of Customer (VoC) program. My team used to collect data for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) score. For the NPS, we used to focus on the detractors - actively dissatisfied customers who had the potential to damage your brand & reputation. The follow-up NPS question would give us insights into why they gave a low score and this would be an opportunity for improvement. Also, low CSAT scores on Likert scale would help identity areas for improvement for the organization. Such critical feedback was very important to guide the organization towards its operational challenges and to maintain growth in market.

To transform critical feedback into valuable insights for growth, start by actively listening and acknowledging the client's concerns. Communicate clearly to understand the root causes and specific issues raised. Use this feedback to identify areas for improvement and develop actionable plans. Share these plans with your team and ensure everyone is aligned on the changes. Regularly update the client on your progress, demonstrating your commitment to growth and their satisfaction. Clear, open communication turns feedback into a powerful tool for continuous improvement.

To transform critical feedback into valuable insights for growth, start by thoroughly analyzing the feedback to identify key areas for improvement. Develop a clear action plan to address these issues, involving your team in brainstorming and implementing changes. Communicate transparently with the client about the steps you're taking and how their feedback is driving positive change. Regularly review the impact of these changes and remain open to further feedback, ensuring continuous improvement and client satisfaction.