Lidar com um cliente que dá apenas feedback negativo. Como você transforma a crítica em diálogo construtivo?

No Interruptions: Allow the client to express their concerns fully without interruption. Show that you value their input. Acknowledge and Repeat: Acknowledge their concerns by saying something like, “Thank you for sharing your feedback.” Then, repeat their main points to ensure clarity: “If I understand correctly, you’re unhappy with…” Empathize: Show empathy by acknowledging their feelings. For example, “I can understand why that would be frustrating.” Root Cause: Dig deeper to understand the root cause. Ask questions like, “Could you share more details about what specifically led to this experience?”

let them vent - always a good idea try to indentify actual problems/issues - if it's hard, don't hesitate from asking directly (a dialogue) ask for suggestions on how can you improve (confirm directly to the client what can be done) ask for good points (in fervor they may simply omit the good stuff) discuss the solutions (dialogue again) always deliver approved solutions! *not every customer is your customer, not every service hits mark with everyone (sometimes it's better to loose a client than to try to satisfy everyone)

The best way to effective communication is by listening. Allow the client to air out his/her concerns and, with empathy, thank him for giving you such feedback. Don't scold him but encourage him to always be open to you without thinking of you judging him.

El cliente necesita sentirse escuchado, que no perciba nunca que lo escuchas con la necesidad de responderle, sino al contrario, debe sentir que empatizas con su situación y que a partir de que te está comunicando su insatisfacción sus vacaciones van a cambiar porque harás todo cuanto sea posible porque así suceda. Un cliente insatisfecho puede ser un cliente fidelizado si se gestiona correctamente, tienes que convencerlo que sus quejas son oportunidades de mejora para tu empresa y que agradeces su criterio. Empatia+respeto= cliente agradecido

Deep Listening is important because they have something to say. Be curious about what and why they say what they say. Thank them for their comments, it's a sign that they want you to improve. Invite them to expand their concerns. It's important that they understand the complaint is only 1/2 of the process. There's an explanation that if anyone complains, it's because they see something wrong, or something that could be improved on. That being the case, surely they must have some thoughts as to what a solution should look like. Ask if the improvements would result in a deeper commitment. Ask how important it is to them. Gauge if they are willing to pay something extra to receive that. Remember they may be right, but is it worth it

In my experience, empathy is often the key to diffusing tension. Clients want to feel heard and valued. Acknowledging their emotions shows that you care about their perspective, not just the outcome. To foster empathy, consider implementing active listening training for your team. Encourage them to ask clarifying questions and repeat back what they heard. This not only shows clients that their concerns are taken seriously but also ensures clear communication and mutual understanding.

Para transformar feedback negativo em diálogo construtivo, comece por demonstrar empatia e apreço pela opinião do cliente. Em seguida, faça perguntas abertas para entender melhor as preocupações e pontos específicos do feedback. Forneça um espaço para que o cliente expresse suas ideias de forma detalhada e assegure que você está ouvindo ativamente. Ofereça sugestões ou soluções que abordem as críticas e mostre como você pretende implementar mudanças baseadas no feedback recebido. Mantenha uma atitude positiva e reforce o seu compromisso com a melhoria contínua e a satisfação do cliente.

I've found that clients often appreciate when you take the time to dig deeper into their feedback. It shows that you're not just interested in surface-level issues but are committed to finding real solutions. This approach can reveal underlying problems that might not be immediately apparent. Develop a list of clarifying questions for your team to use when engaging with clients. These can include questions like, "Can you provide an example?" or "What impact has this issue had on your experience?" This helps ensure all relevant details are captured, facilitating a more accurate and effective response.

In my experience, involving clients in the solution phase builds trust and rapport. It signals that their input is valuable and that you're committed to finding a resolution that works for everyone. This approach often leads to more tailored and effective solutions. Create a feedback loop where clients can suggest solutions or improvements. Use surveys, feedback forms, or direct conversations to gather their input. Then, work together to develop and implement a plan. This not only resolves the current issue but also builds a framework for ongoing improvement and client satisfaction.

I would actually first encourage them to suggest a solution to the problem. If they have one. Sometimes the client might just want to be heard and understood. Alternatively, they might have a solution that is easier and more accommodating for both parties, as they have had time to think about it. Thirdly, if the solutions offered do not fit with your perception, you still have a ground to start building from.

And sometimes you just have to accept that you can’t either solve their issue or turn their negative product/service experience into a positive one. For whatever reason. Most probably, giving them your time and attention has alleviated some of that negativity associated with your product/service/brand. And then put the lesson learned into a good use.

From my experience, consistent communication builds trust and loyalty. Clients appreciate knowing their opinions are valued and that you're dedicated to their success. It also helps in identifying potential issues early before they become significant problems. Implement regular check-ins or feedback sessions with clients, perhaps bi-weekly or monthly, to discuss progress and gather input. Use this time to review what’s working, what could be improved, and make adjustments. This approach ensures clients feel heard and keeps the relationship dynamic and responsive to their evolving needs.

Sometimes people just want to complain. They are never satisfied. Treat them the same, even if the complain again on something else. They do see things, they may be correct and the solution is an easy fix.