Você se depara com um cliente insatisfeito. Como você pode reverter a situação com um serviço excepcional?

Hide under a rock and hope they don't notice!!!! HA! Actually, sometime it's thru resolving a problem with a client that cements a great relationship. Lots of solid advice has been shared already but I'll add these three tips: 1. Listen to fully understand the problem. In person is best if you can swing it. It shows that the client is important to you. 2. Try your best to see it from the client's side without defending yourself. If you can, even get on their side. At least for a little while to fully empathize. 3. Take any action you can to correct the issue. Make it up now in the moment, in a future transaction, or taking steps to ensure the issue doesn't happen in future. Most people are reasonable. Mistakes happen. Good luck!

Not only Customer Experience/Service people have to listen and engage with the customer. Everybody in the company should engage in some way/time. If the leaders of the company are connected with the customer, trust, engagement and satisfaction is amplified.

Se o cliente insatisfeito pode usá-las para reclamar do seu atendimento. Para reverter essa opinião o quanto antes, você pode oferecer a ele um atendimento de excelência. Portanto, as redes sociais (e os canais de comunicação em geral) são oportunidades de conhecer as queixas do seu cliente e aproximar-se dele.

This goes with careful listening. Another aspect of this is recognizing that we are hired for our expertise, which the client often does not share. So empathizing with their frustration or anxiety can help us better explain the decisions we made and identify solutions that the client will be happy with.

Empathy truly transforms client interaction into challenge-opportunity engagements. When you acknowledge a client's frustration and you truly show concern, you are building rapport—trust and collaboration. Such affective rapport does more than just counterbalance tension; it lays down a path to solving the problem. Remember that empathy is not about saying the right words; it concerns proving you really care by your actions and responses. By putting empathy first, you will have in place a strong relationship with clients and enhance your reputation as a responsive, understanding professional.

Par l’empathie, vous vous mettez à la place du client et vous comprenez son ressenti, vous en faites un allié !! Ainsi vous avez les mots justes

Recognizing plainly the emotion you are perceiving a client to be feeling can be powerful first step to validating their perception of the situation and empathizing, but you have to be careful about communicating that in a way that does not come off unauthentic or with unintended superiority.

Para empatizar debemos entender que la crítica no es hacia mi persona, sino frente a un aspecto puntual en la atención brindada al cliente. Escuchar las críticas de un cliente insatisfecho puede convertirse en una grandiosa oportunidad de mejorar nuestro proceso de cara al cliente. ¡NO TODO ES MALO EN LA MEDIDA QUE ENTENDAMOS LA OPORTUNIDAD QUE HAY DETRÁS!

A chave para reverter a insatisfação do cliente é fornecer um serviço excepcional com foco em soluções assertivas. Ouça atentamente as preocupações do cliente, demonstre empatia, ofereça soluções diretas e eficazes, e acompanhe para garantir a satisfação. Cada interação é uma chance de demonstrar o valor do seu serviço e fortalecer o relacionamento.

One of my clients was quickly approaching a deadline that I knew I wouldn't be able to meet. They were great clients and treated me super well over the past 2 years, so instead of delaying the project I picked up additional resources / staff that would be able to carry the ball to the finish line with amazing quality while meeting the original deadline. As a result the client won and our company felt good about supporting them because they stood behind our work.

Vous avez compris ses préoccupations et vous pouvez maintenant les endiguer et la personne n’a plus de ressenti vis à vis de vous ou de votre société

In my experience, when clients are unhappy it is because we had a miscommunication or they want more insight into the process. Offering solutions that fit with their goals is easier once we fully understand their goals and the source of their unhappiness. Often, the solution isn't even a major change from the original plan, but just more granular communication. People get attached to and emotional about their projects, and it is scary to hand something over to a stranger without enough information about what they are doing.

Only do it if they're in the headspace to hear solutions. Sometimes, people just want to be heard and to be listened to, so give them the space to do so. That will free their mind and show them that you're genuinely listening, which will set you up for success on "okay, where do we go from here" conversations later. Of course, if it devolves to commiseration, displaying a sense that you're a bedrock shows the client that you're invested in making things better.

Cumprir promessas é fundamental para restaurar a confiança do cliente. Implemente a solução acordada de forma rápida e eficaz, e comunique imediatamente quaisquer atrasos ou problemas. Manter uma comunicação aberta e consistente durante o processo reforça a percepção de confiabilidade. Ao mostrar responsabilidade e comprometimento em resolver as preocupações, você fortalece sua reputação de excelente atendimento ao cliente.

Na minha experiência é primordial depois de definidas as ações na busca da resolução dos problemas realizar o acompanhamento da execução e monitorando o desempenho tanto quantitativo (indicadores), quanto qualitativos (evidenciar a satisfação do cliente, pois o que acontece muito é realizar reuniões, definir as ações e depois "delargar" a execução, descobrindo tempo depois que as ações não foram realizadas como prometido e que o cliente está ainda mais insatisfeito, ou pior perdendo o cliente.

This is most likely where things went sideways to begin with, in the delivery. Some companies have teams that are dedicated to this function, but as the face of the company, it's still the sales professionals responsibility to ensure it happens, on time and correctly.

Follow up follow up follow up. No matter how big or small we personally feel about an issue, we can not control how someone else feels about being wronged. A sincere apology and a good follow up can usually ease the pain enough to help with moving forward. Not just in a professional setting but also in life.

It's a terrible, defeating feeling when you share your dissatisfaction and have a conversation on how to make things better, only to see the topic never brought up again or to see that nothing has changed. Do not shy away from getting a touch point or vector check again, so that you build that trust with your client that you remember what was said and you're actually doing something about it.

Após resolver o problema, não presuma que o caso está encerrado. Fazer um acompanhamento demonstra preocupação com a satisfação a longo prazo. Um simples telefonema ou e-mail perguntando se o cliente está satisfeito pode deixar uma impressão positiva. Esse gesto final pode transformar um cliente insatisfeito em um defensor leal do seu negócio, fortalecendo a relação e garantindo futuras interações positivas.

Building relationships is a key to building business and career success. So, attend the events that connect you to new people and opportunities and have real conversations about how things are going and communicate about the types of projects that fit into your wheelhouse. It's these stories that lay the foundation for the future, so when the time comes to follow-up your name doesn't get lost in the crowd. Once you've established good relationships with a handful of clients, you will be surprised to see how many of those are interested in referring you to the others in their circles. Keep it positive and good things will come your way.

When a client’s unhappy, here’s how I handle it: Listen: Let them talk and really hear them out. Empathize: Show you understand their frustration. Offer Solutions: Don’t just apologize—fix it. Follow Through: Do what you promised, and keep them updated. Check In: Follow up later to ensure they’re satisfied. Build Trust: Use this to strengthen the relationship.

Building relationships should never become a lost art. Having a real Human experience with another person is the best way to lower our guards. Yes, its a professional setting and we all know why we are here, but taking 5 minutes to know someone a little better should help with strenghtening that professional relationship. You never know, that person could just be a friend you never knew you wanted/needed.

O Cliente sempre busca resolver seus problemas, se ele ficou insatisfeito com um produto ou serviço, a única maneira eficaz de manter ele como cliente é ter um bom relacionamento com ele, saber ouvir, buscar entender a necessidade e estar disposto a entender que exigências são necessárias para uma satisfação genuína.