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Your customer is dissatisfied with a product feature. How can you turn their frustration into satisfaction?

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When a customer expresses dissatisfaction with a product feature, it can be a pivotal moment for your customer support team. It's an opportunity to demonstrate your commitment to service and to potentially turn a negative experience into a positive one. Handling such situations requires empathy, patience, and a strategic approach to problem-solving. By engaging with the customer and taking actionable steps, you can often resolve their issues and improve their perception of your brand.

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Gemma Castillo Díaz -Consultora en Psicomarketing

Consultora y formadora en Psicomarketing | Crecimiento de negocios | Emprende con propósito | Estratega de atención al…
Dania Sánchez Arauz

Industrial Engineering

1 Acknowledge Concerns

Listening is the first critical step in transforming customer frustration into satisfaction. When a customer is unhappy with a product feature, it's essential to acknowledge their concerns without delay. This means actively listening to their feedback, validating their feelings, and assuring them that their issue is important. By showing empathy and understanding, you create an environment where the customer feels heard and respected, which is the foundation for building trust and moving towards a resolution.

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Gemma Castillo Díaz -Consultora en Psicomarketing

Consultora y formadora en Psicomarketing | Crecimiento de negocios | Emprende con propósito | Estratega de atención al cliente |
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A mis clientas cuando auditamos su proceso de atención al cliente siempre les hago una pregunta: Si no le preguntas, ?Cómo sabes qué le pasa? La respuesta nunca es lo que el cliente te dice nada más entrar, ese solo es el hilo del que tirar para saber qué ha pasado realmente. Porque el dolor de comprar unas medias que te van peque?as NO es los 10?€ que te haya podido costar la media (eso es lo que la cliente te dice), es la frustración de que le vaya peque?a, el enfado por no haber elegido bien la talla, la vergüenza de ir a cambiarlo por ir mal de talla… Y solo cuando entiendes eso y la ESCUCHAS puedes acompa?ar su insatisfacción hacia otro lugar

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2 Offer Solutions

Once you've understood the customer's issue, it's time to offer solutions. Explore all possible options that could address their dissatisfaction with the product feature. This might involve suggesting alternative ways of using the feature, providing a workaround, or informing them about upcoming updates that might resolve their concerns. It's crucial to be honest about what you can do and to set realistic expectations. If a feature cannot be changed immediately, let them know and offer an alternative solution that could still meet their needs.

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Dania Sánchez Arauz

Industrial Engineering
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ofrece soluciones creativas, que permitan adaptarse al problema ocurrido, accede al que el cliente elija y tome la decisión, esto deja un mensaje claro de que su reclamo ayuda a mejorar la calidad y servicio de la empresa. Por ultimo, consulta si es adecuada la solución brindada.

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Gemma Castillo Díaz -Consultora en Psicomarketing

Consultora y formadora en Psicomarketing | Crecimiento de negocios | Emprende con propósito | Estratega de atención al cliente |
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Siempre hay una solución, otra cosa es que sea la que el cliente quiere o la que tú le puedes ofrecer. Mi consejo siempre es ayuda al cliente, pero respetando tus límites. No hay cosa que guste menos a un cliente que lo ignores o menosprecies su problema. Es esta la parte que no tienes que olvidar y después dar 2 o 3 alternativas de solución para que sea el cliente el que elija la que le viene mejor.

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3 Personalize Support

Personalizing your support can significantly enhance the customer's experience. Use their name, recall previous interactions, and tailor your assistance to their specific situation. This approach shows that you see them as an individual, not just another ticket number. By personalizing your support, you demonstrate that you value their business and are willing to go the extra mile to ensure their satisfaction.

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Gemma Castillo Díaz -Consultora en Psicomarketing

Consultora y formadora en Psicomarketing | Crecimiento de negocios | Emprende con propósito | Estratega de atención al cliente |
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Somos personas, que trabajan con personas para otras personas y esto no se nos puede olvidar. En el momento en el que generalizas, la has cagado darling.

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4 Follow Up Promptly

Following up is an often underestimated yet vital component of customer support. After providing a solution, check back with the customer to ensure that their issue has been resolved to their satisfaction. A prompt follow-up can reinforce the customer's positive feelings towards your support and can help to solidify a resolution. It also provides an opportunity to catch any lingering issues before they escalate further.

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Gemma Castillo Díaz -Consultora en Psicomarketing

Consultora y formadora en Psicomarketing | Crecimiento de negocios | Emprende con propósito | Estratega de atención al cliente |
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Esta es una de las grandes quejar de los clientes y uno de los mayores errores de las empresas. NO hacer un seguimiento, especialmente cuando tu UX no ha sido positiva, ahí es cuando más hincapié tienes que hacer en mejorar esa experiencia, da de más.

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5 Encourage Feedback

Encouraging customers to provide feedback is a powerful way to show that you're committed to continuous improvement. Invite them to share their thoughts on the solution provided and the overall support experience. This not only helps you gauge their satisfaction level but also provides valuable insights into how you can improve your products and services. Positive feedback can be rewarding for your support team, while constructive criticism can be used to refine your approach.

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6 Maintain Positivity

Maintaining a positive attitude throughout the interaction is essential, even if the customer remains frustrated. Positivity can be infectious and helps to keep the conversation constructive. Assure the customer that you are on their side and that you're working together towards a common goal: their satisfaction. A positive approach can help de-escalate tension and foster a more amicable resolution to the situation.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Your customer is dissatisfied with a product feature. How can you turn their frustration into satisfaction?

1

2

3

4

5

6

7

1 Acknowledge Concerns

2 Offer Solutions

3 Personalize Support

4 Follow Up Promptly

5 Encourage Feedback

6 Maintain Positivity

7 Here’s what else to consider

Customer Support

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Your customer is dissatisfied with a product feature. How can you turn their frustration into satisfaction?

1

2

3

4

5

6

7

1 Acknowledge Concerns

2 Offer Solutions

3 Personalize Support

4 Follow Up Promptly

5 Encourage Feedback

6 Maintain Positivity

7 Here’s what else to consider

Customer Support

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