What are the best ways to build rapport with a client who has a complaint?

First apologize to them for the inconveniences faced by him. Appreciate them for a long relationship with us. Listen carefully to the complainant and promise them to solve within 24 hours so that everything will be normal

Communicate your challenges and blockings. Be transparent and let them see the world from your eyes to understand why you have been underdelivering. Be nice, friendly, and calm. Don't hesitate to apologize. Promote a culture of transparency to win their trust.

La escucha activa y asertiva frente a una queja de un cliente es un paso importante para mantener la relación, generar empatía y comprender su pensar y su sentir, mientras lo dice; nos ayuda a ponernos en su lugar. Hay que demostrar de manera genuina que nos interesa su preocupación. ?Toma nota! Escribe lo que dice y lo que te propone o solicita, para que después puedas responder claramente a sus inquietudes. No pierdas la compostura, muestra sinceramente tu predisposición a subsanar sus objeciones. Entiende sus emociones.

We need to listen actively to their concerns, validate their feelings, and express empathy. Also, we need to apologize sincerely, take responsibility, and assure them that their issue will be addressed promptly. Keep communication open, providing regular updates on the resolution process. Offer solutions or alternatives, demonstrating a commitment to resolving the issue. Finally, follow up to ensure their satisfaction and build trust for future interactions.

I would say that for me it's always best to listen actively first. They just want to know they are being heard that that you are prepared to take active steps to help them and to ensure that what has happened will not happen again. One thing I'd recommend is take great notes. I usually confirm with them what they have shared and what the problem is. Then I take accountability, I apologize and then I tell them what we plan to do to solve their problem. Leave it open for feedback. Basically it's make them feel heard, and assured. Take active steps to solve their problem with them. Always follow up. Anyway just my two cents.

No seas sólo simpático, se empático, busca generar confianza, recuerda que la confianza se va ganando de pocos y con gestos. No minimices la situación, ni pongas excusas, por el contrario trata de ver esta queja como una oportunidad de mejora en el servicio.

Imagine tripping and spilling your coffee on a client. A mumbled "sorry" won't mend the stain. Own the spill, offer a fresh cup, and promise a clean tie. That's how a sincere apology builds rapport.

Empathize: Express empathy by recognizing the impact of the issue on the client. This helps build a connection and shows that you genuinely care about their experience.

A little understanding can go a long way. The best starting point for a sincere apology is to fully understand the impact of the issue at hand.

Ask Clarifying Questions: Seek additional information to gain a comprehensive understanding of the client's perspective. This demonstrates your commitment to resolving the issue thoroughly. Reassure and Commit to Action: Assure the client that their concerns are important and that you are dedicated to finding a resolution. Clearly communicate the steps you will take to address the issue.

After actively listening, and empathizing with the client (you can do this by repeating the complaint back to them and letting them know you understand the frustration), make sure to let them know you are owning the solution. I like to directly ask them what it will take to rectify the issue. Take it upon yourself to find out how to fix it to their satisfaction…it’s key to keep your client updated with any movement towards the solution, and make sure to follow through with what you tell them you’re going to do.

Genera soluciones que generen confianza y estrechen los lazos comerciales. Ofrece soluciones con impacto, si puedes darle algo más de sus expectativas, en el mediano plazo se genera lealtad y ganarás confianza en el servicio post venta.

After owning the mess and offering a sincere apology, it's time to be the hero. Roll up your sleeves, propose solutions, and show you're there to fix things. Think of it as turning lemons into lemonade, or disgruntled clients into loyal fans.

Appreciate them for their so nice journey with us and promise them to try our best to solve their complaint as soon as possible

No des por sentado todo, recuérdale y sale seguimiento a la queja, para verificar la satisfacción del cliente. Igualmente un buen consejo, es una vez solucionada la queja y satisfecho el cliente, recordarles qué tal les fue con la solución. ?Qué tal te fue con la solución? ?Volviste a tener algún inconveniente? Esto hará que te destaques frente a la competencia. Recuérdale al cliente tu compromiso por otorgarles un producto y un servicio de excelencia.

Follow Up: After the initial conversation, follow up with the client to update them on the progress of the resolution. This demonstrates accountability and reinforces your commitment to their satisfaction.

Asking for feedback is the best way to resolve the matter. It is essential to see if the client is aligned to the solution that you suggested or implemented. Feedback is also vital to close the loop, and once closed, it also helps to create best practices and future learnings.

Practica la cultura del agradecimiento, toda queja es una oportunidad de mejora, y una forma tácita de desarrollar una ventaja competitiva frente al mercado. Mirar una queja como un problema no es lo más astuto, por el contrario mirarlo como una oportunidad de mejora para replica la solución con otros clientes te genera valor.

Be genuine. Everyone can tell when someone is taking their feedback into consideration, or if they are simply being patronized. Empathy is key. Your customers problems can quickly become your own problems, so it is best to act urgently when these arise. Go the extra mile - it shows, and can differentiate you from competition.

Building rapport with dissatisfied clients involves active listening, empathy, and problem-solving. Listen attentively to their complaint. Show that you take their concerns seriously. Express sympathy. Acknowledge the inconvenience caused. Apologize sincerely if the situation warrants it, taking responsibility for any mistakes. Clarify any misunderstandings and gather information to understand the issue. Offer a solution that addresses their complaint; if immediate resolution isn't possible, provide a clear timeline for when they can expect it. Keep them updated on the progress. After resolution, follow up to ensure they are satisfied and to rebuild trust. Use the complaint to improve your services and prevent similar problems.