How can you turn negative feedback into a positive customer experience?

1. I've been working in customer service long enough to realize that there's a difference between listening and active listening. 2. If you use active listening when dealing with customers and demonstrate how you understand what is affecting them you can usually diffuse what caused the problem and install trust with the customer

Being a customer support Representative has made me understand that Customers are not always right but you have to make them feel they are right. When you acknowledge quickly to a negative feedback, it might be a wrong or right negative feedback but because you acknowledged it quickly that alone can bring down the tension in the atmosphere in most cases, this makes the customer bring there guard down a little, it also makes them feel that they are being listened to and gives them hope that you will solve the issue. Then you can respectfully communicate with them the why or reason you took the action or better still just solve whatever it is and leave the reason,this is in a case where you see that the situation is already too heated.

Quick action to defuse the situation is a must, on one or more ocaision I had intervene simply because an agent didn't understand why the customer was irate. Taking over from the customer agent I asking them to explain what the issue was, as it turned out the customer had been kept waiting for 25 minutes. Not good ! I explained to the customer that because of the delay I would prioratise her issue and call her back with an update. This turned a negoative experience around and a valuable lesson for our agents. Lesson ( Don't keep customers waiting especially if they are under preassure)

Being a customer support Representative has made me understand that Customers are not always right but you have to make them feel they are right. When you acknowledge quickly to a negative feedback, it might be a wrong or right negative feedback but because you acknowledged it quickly that alone can bring down the tension in the atmosphere in most cases, this makes the customer bring there guard down a little, it also makes them feel that they are being listened to and gives them hope that you will solve the issue. Then you can respectfully communicate with them the why or reason you took the action or better still just solve whatever it is and leave the reason,this is in a case where you see that the situation is already too heated.

La comunicación con cualquier persona (clientes, compa?eros, proveedores,etc) es lo más importante que tiene el comunicador pero como ya sabemos las personas no solo oímos sino percibimos el tono y lo que más la energía que emanamos al grupo. También el no esconder la frustración del equipo es bueno para la comunicación. Conclusión para comunicar lo mejor es comunicar desde la empatía hacia el que recibe el mensaje. Feliz día.

A personalized response is beginning to be underrated nowadays, some companies prefer Al response because it’s cheaper and straight forward, which there reasons are valid BUT personally when I am communicating with humans about a problem it feels more different,because i know am talking with someone who understands my pains and carefully listens to what I say because they really want to solve what ever the issue is,I don’t get a generic response instead am getting a well tailored solution, which to me is what customer service should be. I’m not against the use of AI, what am saying is personalized response helps bring about more understanding between you and the customer involved and also it adds value to a relationship being built.

En mi puesto también trato con el servicio Post Venta y a veces te ves obligado a tener que tratar casos difíciles, el cliente no quiere escuchar lo de siempre, que tardará en reparar o que no entra en garantía y tiene que comprar otro producto, él quiere una solución rápida, ahí es donde la conversación se personaliza, quiere entender porque se ha roto o que solución hay y no una respuesta automática que le diga no se.

Following up is good way of finding how to help an unhappy customer, building trust and assuring the unhappy customer how much you are aware of the situation and willing to make a difference. The business grow when there are customers who are able to speak their mind then the situation can be fixed and not repeated .silence customers who are not happy are the one's that never come back.