What do you do if a customer's complaint seems illogical?

When a customer complaint seems illogical, it's essential to approach the situation with empathy and patience. Firstly, listen attentively to understand their perspective fully. Acknowledge their concerns respectfully, demonstrating that their feedback is valued. Then, ask clarifying questions to uncover any underlying issues or misunderstandings. By engaging in constructive dialogue, you can often identify the root cause of the complaint and offer suitable solutions or alternatives. Remember, maintaining a positive and understanding attitude can help turn even the most challenging situations into opportunities to build rapport and trust with the customer.

Listen and find where is it coming from. Are there some layers that are causing translation/explanation gaps? Ask questions that could bridge the gap. You need to be convinced that problem is real and do not rush to conclusions or solutions. Do whatever it takes to get into this state.

Incialmente ouvir, sem interromper o cliente. Compreender todas as insatisfa??es, anotando item por item, para promover empatia e, posteriormente, poder abordar tópico a tópico tudo o que foi comentado como gerador da insatisfa??o..

One thing I've found useful is to stay calm, because you represent the compay and you must listen every word the customer say. Some times they don't know very well how the business or product works, so you can handle the situation explaining it and saying the next steps.

Actively listen: Allow the customer to fully express their concerns without interruption. Pay careful attention to their words, tone, and emotions to grasp the underlying cause of their complaint, even if it initially appears illogical. During their satisfaction. Even if the complaint seems illogical, aim to find a solution that underscores your dedication to customer service.

Tolerancia e paciência s?o fundamentais para n?o gerar discórdia. Se demonstramos interesse, a tendência é que os animos n?o se exaltem. Se o cliente perder a calma, ou mesmo gritar ou ofender, aí é o caso de solicitar a ele respeito pois vocês está ali para ouvir, entender a demanda e corrigir o que for possível. Mas que n?o é necessário haver ofensa.

In my experience staying calm in this situation with using eye contact and positive body language will be the key of success because by using this technique you will reassure the customer and gain his confidence that you are here to help him.

It is always important to stay calm, in most of the situations, however, of utmost importance with an "illogical complaint". Remember, a calm mind can overtake a storm". It is quite common for a CS representative to lose patience in such scenarios but that is the test of your capability to tackle tricky situations. One wrong statement can give an entirely different turn to the situation. A tip - expect the call to go long and hunt for subtle hints where you can explain why a complaint be illogical, let the other party speak completely and weigh your answer. Last, keep it concise

It is important to stay calm even if the complaint seems illogical. You should be responsive and polite, gather the facts and present them to the customer.

In handling illogical customer complaints, prioritize active listening and empathy to validate their feelings. By calmly probing deeper with clarifying questions, aim to grasp their perspective and identify the underlying issue. This approach helps find a resolution that satisfies their concerns while adhering to company guidelines.

I agree, sometimes a customer just wants to be heard. Active listening plays a crucial role by repeating the customer’s key points to indicate you are listening. Try to include similar experiences to emphasize with your customer and redirect company policy into the conversation.

é preciso compreender se as raz?es do cliente s?o racionais ou emocionais, para ser empático na linguagem dele. Neste tópico, a IA coloca a express?o "sentimentos", mas primeiro é necessário conhecer a emo??o latente (em ambito físico), para após ter no??o dos sentimentos.

A prática empatia é um processo contínuo, e certamente, uma poderosa ferramenta para validar os sentimentos envolvidos na comunica??o. Algumas a??es podem te ajudar nisso: - Compreender o ponto de vista do outro - Reconhecer e aceitar diferen?as - Reagir apropriadamente às emo??es - Evitar julgamentos - Usar linguagem acolhedora - Oferecer apoio - Respeitar o silêncio - Praticar a paciência - Refletir sobre as emo??es do falante - Encorajar a explora??o

Make sure that they understand that I am truly interested in solving the ask or complaint. Regardless of the discussion and topic, it's important to let the customer know that I am truly there to understand and validate emotions.

Some customer need to express there feeling what they are going through, we can offer sympathy and be good listener. offering emotional support will build strong relation and hold the customer even adverse situation.

Após ter passado pelas etapas anteriores, se ainda existem certas dúvidas, pode-se aplicar técnicas de Levantamento de Necessidades, como SPIN ou 5W2H. Tendo tudo anotado, fazer a releitura tópico a tópico, esmiu?ar para levantar novos dados se necessário. Ciente daquilo que é possível realizar, pois você é conhecedor da Miss?o, Vis?o, Valores e Política da empresa, tratar com o cliente as possibilidades e oportunidades para solu??o.

After listening to the complaint, assess it whether it is really a problem that need to addressed. May be we do not know it may be real problem where many are looking for the solution. So, after listening, please assess the situation which will lead us to offer solutions.

Offering a solution, even in situations where the customer's perspective may seem illogical, can often resolve a significant portion of the issue. It's important to explore all possibilities from our end to ensure the client's satisfaction. If necessary, discussing with a superior for a more suitable solution is recommended, as maintaining a positive client relationship is crucial. Tailoring or customizing the solution based on what we can offer and what the client desires can lead to a win-win scenario, finding a middle ground that satisfies both parties and upholds the organization's policies.

En mii experiencia, realizar una correcta evaluación de la situación es de gran ayuda para poder entender y comprender desde ambos puntos de vista y de esta forma llegar a una mejor solución.

Toda evaluación de alguna incidencia por ilógica que parezca es muy importante para entender la situación y poderla resolver de la mejor manera, además lo esencial es evitar que situaciones similares se repitan en el futuro y dejar satisfecho con las soluciones al cliente , soluciones y explicaciones convincentes que no dejen la minima duda de nuestra excelencia y valor que le damos a nuestros clientes .

Diante das solu??es possíveis, avaliar ganhos e perdas de cada uma, para ambos. Logicamente, se a reclama??o é infundada e n?o houve erro da empresa, a quest?o é apontar o equívoco por parte do cliente, mas sem gerar constrangimento. Se o erro é realmente da empresa, corrigir, pedir desculpas e promover as mudan?as operacionais para que tal falha n?o torne a acontecer.

Objective: To resolve the complaint satisfactorily within the bounds of company policy. Action: Propose practical, feasible solutions or alternatives that address the customer’s concerns. Outcome: Aims to resolve the situation to the customer’s satisfaction and align with business capabilities.

La solucion de una queja ilogica es interpretar los sentimientos del cliente dilucidar el problema o inconveniente real y proponer una solucion en base a la interpretacion de su queja

Even if the customer is illogical, offering solution is what solves 70% of the problem. See what you can do from your end in order for the client to leave happy; if this needs to be talked with your superior for a better solution, do it. It’s better than losing a client. In such situations, the solution can be tailored or customized depending on what we can give and what the client wants; normally breaking even where we meet the client and what the organization allows can also be an ideal situation.

If the complaint is truly illogical suggest alternatives that could provide value to the customer. Intentions are clear, so seek solutions that align with the company’s policies. Letting go of the wrong clients can be beneficial in the long term.

Objective: To ensure the resolution was satisfactory and to maintain a positive relationship. Action: Reach out post-resolution to confirm the customer's satisfaction. Outcome: Enhances customer loyalty and reinforces a positive image of your customer service.

Follow-up for me is like sealing a deal. It ensures that the customer is satisfied with your resolution and will continue doing business with you. A follow-up call or email assures the customer that you were not only after the resolution of the problem but you care.

Follow up with them after offering the solution for their complaint, so that we can see if there is room for enhancements. Obviously they will be very happy when we follow up with them.

After resolving the complaint, follow up with the customer to ensure that they're satisfied with the outcome. This demonstrates your commitment to customer satisfaction and helps to rebuild trust and rapport.

Having resolved a client complaint, don't leave them hanging. Show your interested in the found solution and help them fixing any last issue with the solution they might have. Clients appreciate a meaningful follow-up and are sure about you having their back in every way.

No solo es importante generar empatía y entender la realidad del cliente. Junto a una solución, este cliente necesita programas de educación sobre el producto o servicio ofrecido. Este tipo de quejas ofrecen una oportunidad de aprendizaje increíble ya que hay que analizar al interno de la organización que elementos fallaron en el proceso para que el cliente tenga este tipo de quejas. Es bueno cuestionarse si la queja es realmente ilógica o si en algún punto dentro del Journey comprometimos algo que no podemos cumplir, generamos una falsa expectativa o nos faltó generar un proceso de venta transparente. Puede que la realidad que vive ese cliente en el momento de quejarse la hayamos creado nosotros desde la organización.

Es muy necesario que todo el personal esté muy bien preparado en teoría con el mayor conocimiento de las variadas situaciones que se le puedan presentar y tener la práctica con las adecuadas normas y procesos para responder de forma idónea y con la mejor experiencia. En caso de no poder alguna persona resolver alguna situación porque el cliente está muy molesto y exigente , que pueda tomar el caso otra persona responsable de mayor jerarquía o supervisor para concluir con la incidencia y lograr la mejor conexión o contacto con el cliente, que se sienta bien atendido y de no tener la razón en sus reclamos que tenga la mejor explicación e información del procedimiento.

Illogical complaints can have one tied up with unnecessary time of the customer complaining. Allow them the time to explain their complaint. While they're expressing their concerns, you should be assessing what is being said and comparing it to what is policy and procedure. Clearly and concisely explain briefly the policy of the business and give an example to further convey the message in simplest form. Use verbal judo with the customer by saying I'm sorry that you feel this way because those are not the intentions of our services rendered. Soothe them as much as possible, with tact but in short. One you should be able to draw them into what the actual mission of the business is and give them a better view of the services provided ????♀?

Por mais que para a empresa possa parecer ilógica, é fundamental se colocar na posi??o de cliente, como esse, pode haver outros com o mesmo tipo de reclama??o "ilógica". Entenda seus motivos, compreenda o que ele esperava resolver com seu produto e aonde está "deixando de entregar". Pode haver aí uma oportunidade de oferecer novos produtos, vender novas solu??es e resolver a dor destes clientes. Mais do que tratar o cliente de forma pontual, é preciso ouvir genuinamente o que sua empresa ainda n?o entrega.

Often we think that we are best in class, but we need to understand what the customer thinks. When it is said "Customer First" its means think from the customers perspective in everything you do, build, create or recreate.