Your team is facing a dissatisfied client in customer support. How will you turn their experience around?

To turn a dissatisfied client's experience around, listen actively to their concerns, acknowledge and apologize for the issue, provide a prompt solution, and follow up to ensure their satisfaction.

Active listening in customer support builds rapport, gathers information, de-escalates, shows value, and enables tailored solutions, ultimately turning dissatisfaction into resolution.

Ante todo, mucha calma. Para llevar la situación de forma exitosa tendrás que poner al frente a tu gente competente para escuchar en los términos del cliente y que conozca muy bien el servicio y el proceso.

When a client is upset, listen carefully first. Give them your full attention, let them finish speaking, and try to see things from their side. This shows you respect and care about their concerns. By listening actively, you'll understand the problem better and can start working on a solution that fits their needs.

Ouvir o seu cliente trará uma confian?a a ele, e também é importante ter empatia ao lidar com ele. Além disso, é importante anotar e se atentar ao que for informado pelo cliente, para seguir com o próximo passo de solucionar o seu problema.

Sincere empathy in customer support diffuses tension, builds rapport, and makes clients feel heard and valued, fostering trust and creating a positive foundation for resolution.

Pregunta al cliente con sinceridad e interés qué ha ocurrido. Detecta cómo está el cliente realmente: decepcionado, preocupado, frustrado, enfadado...y en función de su estado de ánimo, reconduce la conversación hacia la búsqueda de una solución satisfactoria para ambos (empresa y cliente)

Without listening, theres no understanding. With no understanding, there's no root cause analysis. With no RCA, there's no way forward. With no way forward, there's no point.

A veces lo que el cliente pide no es posible, pero seguramente que hay un punto en común para buscar una resolución. Con solución o sin solución, al cliente reclamante siempre una satisfacción. Nuestro método GER (Gestión Eficiente de Reclamaciones) nunca falla.

When dealing with a dissatisfied client, one of the most crucial steps is ensuring follow-through on promises made. This not only shows commitment but also builds trust. I recall a time when a client was unhappy due to a delayed response. After actively listening to their concerns and offering immediate solutions, I made it a point to follow up personally. I provided regular updates until the issue was fully resolved and checked in afterward to ensure their satisfaction. This consistent follow-through turned a negative experience into a positive one, and the client appreciated the dedication to resolving their issue.

é importante acompanhar o cliente em próximos momentos, para saber se o mesmo encontra-se satisfeito após as solu??es dadas em quest?es anteriores. Com isso, ele se sentirá mais seguro e manterá o relacionamento com o produto ou o servi?o ofertado.