Voici comment désamorcer les situations tendues avec les clients après une défaillance de service.

Lidar com clientes insatisfeitos após falhas no serviço é um desafio comum em diversas áreas. No entanto, com a abordagem certa, é possível transformar essas situações em oportunidades para fidelizar clientes e fortalecer a imagem da empresa. A escuta ativa se destaca como ferramenta fundamental nesse processo. Mantenha a calma e profissionalismo e utilize esta falha como uma oportunidade para aprender e melhorar o serviço prestado.

As an important step 0 - always resist the temptation to straight away jumping to offer solutions and apologizing. You will lose a great opportunity to connect with the customer at a much deeper level. Give them the space to share their concern, do your best to listen what is being said and what is not. Engage with them, ask questions on what could make the situation better, or what expectations were not met...make them your partner than letting them feel like a victim.

When things go sideways with a customer, here's how I handle it: First, I listen—like really listen—to understand their frustration. Then, I apologize sincerely (no "we regret any inconvenience" stuff). Next, I try to fix things fast. If that doesn't cut it, I bring in extra help or offer something extra to make up for it. Being honest, empathetic, and proactive usually helps turn things around.

Listening is a significant part of communication process. Communication cannot take place until and unless a message is heard and retained thoroughly and positively by the receivers/listeners. Listening is a dynamic process. Listening means attentiveness and interest perceptible in the posture as well as expressions. Listening implies decoding ( translating the symbols into meaning) and interpreting the messages correctly in communication process. Effective listening requires both deliberate efforts and a keen mind. Effective listeners appreciate flow of new ideas and information.

Most of the issues with customer dissatisfaction after an interaction may be due to incorrect interpretation of what the Customer said. This is because we don't listen to the Customer completely and clearly. The best thing in an interaction with a customer is being empathetic and ensure we pay attention to what the Customer wants to convey.

Defusing tense situations with customers after a service failure starts with sincere empathy. Begin by actively listening to the customer's concerns without interrupting, showing that you genuinely care about their experience. Acknowledge their feelings by expressing understanding and validating their frustration. Use phrases like, "I can see how this situation must be very frustrating for you," to convey empathy. Apologize sincerely for the inconvenience caused, and avoid generic apologies. Be specific about the issue and how it affected them. Show commitment to resolving the problem by outlining clear steps you will take to fix it and follow through promptly.

When addressing customer conflicts, it is crucial to approach the situation with empathy and understanding. Start by actively listening to the customer's concerns without interrupting, demonstrating that you genuinely care about their experience. Acknowledge their feelings and validate their emotions, showing that you understand their perspective. Keep calm and use positive language. Offer solutions that address their concerns and ask for their input, ensuring they feel involved in resolving the issue. Follow up after the resolution to ensure their satisfaction and to show that their experience matters to you (close the loop). This empathetic approach not only resolves conflicts but also builds stronger customer relationships.

Empathy is key in handling angry customers. By acknowledging their feelings and validating their concerns, you show understanding and care. Responding with compassion and a genuine desire to help can turn a negative interaction into a positive one. Empathy builds trust and strengthens customer-business relationships.

Ofereça uma solução proativa. Seja transparente sobre o que pode ser feito para resolver o problema. Isso demonstra comprometimento com a satisfação do cliente.

La empatía es la estrella de CS, pero ¿siempre lo hacemos de forma sincera? Por ello, indaga sobre lo que le molesta al cliente y el por qué, la única forma de ponerte en sus zapatos será preguntando sinceramente y permitiéndote conocer su contexto.

Defusing tense situations with customers after a service failure by offering solutions involves a proactive and positive approach. Begin by acknowledging the problem and apologizing sincerely. Quickly shift the conversation to focus on resolving the issue. Present clear, actionable solutions tailored to the customer's needs. For example, if a product is faulty, offer a replacement or refund immediately. If a service was inadequate, provide a free service or discount for future use. Ensure the customer understands the steps being taken and set realistic expectations for resolution. Follow up to confirm the issue is resolved and to restore their trust and satisfaction.

Customer reaches out to the Vendor or Support team for a solution. After listening to the Customer issue, empathetically, we should spend time to analyze the situation and then recommend solutions for the problem. It will be a good idea to provide some views on efforts required for the solution so that it becomes easy for the Customer to choose the right solution. Using creativity for offering solution often impresses the Customer and helps improve their confidence about our ability to help and support.

Transform from firefighter to empathetic advisor. Listen actively, extinguish their frustration, and craft personalized solutions. Embrace transparency by admitting missteps and outlining a clear path to resolution. Empower them with choices and become their knight in shining armor, all while ensuring your promises are golden.

Agradeça ao cliente por compartilhar suas preocupações. Isso mostra que você valoriza a opinião dele e está disposto a melhorar.

Após oferecer soluções mais assertivas com o cliente, agradeça pelo feedback aplicado e informe que soluções serão tomadas. A jornada do cliente na companhia é muito mais de um “ok, vamos verificar “ Criar esta conexão de experiência do cliente vs serviço ao cliente. Sem mais o equilíbrio para uma solução certa é que caiba para o perfil reclamante.☺️

Nesta situação a transferência com o cliente faz toda diferença. Crie a conexão da urgência na solução e demostre o quanto foi importante a reclamação dele para o crescimento da companhia. Isso não deve ficar na teoria apenas, inovações e melhorias contínuas devem ser implementadas no processo. Ahhh na conclusão do ajuste, faça a NPS, para entender se atingiu a expectativa e criou melhorias efetivas. 😉

The best thing that the Customer will like is a follow-up call to check if the problem has been resolved. The entire interaction is about problem resolution and if we ensure that the problem has been resolved the Customer will be very happy. The follow-up will also help us understand the effectiveness of our proposed solution and we can use this feedback for improvement in our future interactions.

Após a resolução, envie um e-mail ou faça uma ligação para verificar se o cliente está satisfeito e se precisa de mais assistência. Lembre-se sempre de manter uma atitude positiva, mostrando que está comprometido em melhorar e evitar futuros problemas.

Maintaining calm and composure is so essential when handling customers after a service failure. Customers always wanted to get best support always and especially when they encounter a service failure. Keeping your tone calm prevents the difficult situation of customers being more upset because of the service failure and is indeed a first step to go towards a solution that would help the customer. From my experience in handling customers after a service failure, maintaining the composure has helped me derive solutions for the customers and helped me overcome the challenges of handling such a difficult situation.

Set clear boundaries around disrespectful behavior and language. If a client continues to use foul language or engage in personal attacks, acknowledge their frustration, explain that you cannot help them if they continue using foul language and offer to schedule a follow up when things are less heated.