What do you do if a customer gives feedback that you strongly disagree with?

Listening is the most important as you create the space for them to express their concern. You give them the time to cool down . Only use feedback that reflects their feelings, like …..I understand that you’re unhappy and we want to help solve this problem. This is the first step to resolving.

Acknowledge their feedback respectfully, explain your perspective calmly, and look for common ground or solutions that address their concerns while staying true to your business principles.

In my line of work this is very important to handle expertly. I always believe that my patients are fully entitled to their own point of view and respect any research they have done. I would try (with tact) to relay what I believe to be true and contrast it with the opposite view in a way that is gentle but also gets my point across. I am also fully cogniscient of the fact that sometimes I am indeed wrong. Approaching the discussion from an open point of view helps.

Todo feedback deve ser analisado, n?o é que porque discordo fortemente que n?o devo ouvir e tentar entender o porquê. Sendo assim, analisarei, pois posso acabar mudando de opini?o e a partir da análise, farei os direcionamentos corretos para uma tomada de decis?o assertiva.

I always stay calm. The key is to never meet their level. I stay soft spoken with happier tone. They can scream. I let them speak, and it may take a while. But I let them vent. And try to gear it into a positive path. Acknowledge why they are upset, but trying to find a way to fix it. I always try to sound optimistic as well. Like, "lets see what we can do for you." It also helps if you keep a smile on your face the entire time.

Remember in every customer service interaction, that you're a representative of a company, product, or service. Frustrations are not an indictment of your character, so remember you're a human being dealing with another human being.

Instead of getting defensive, try to remove your personal feelings from the situation. The person probably just wants to feel heard and you happen to be the one they are speaking to. Keep in mind that the vast majority of customers are pleased and this is a small percentage that is dissatisfied. Keeping that perspective helps to not get overwhelmed and feel like your work is a lost cause.

I always listen first and to never interrupt while they are talking. The key is deescalate the situation rather than escalating it. Once the customer calmed down a little we are able to provide a solution.

In the fast-paced world of digital entrepreneurship, receiving negative feedback is inevitable. Daniel Theander emphasizes the importance of viewing such feedback as a crucial learning opportunity. By maintaining composure and objectivity, entrepreneurs can extract valuable insights to refine their business strategies and enhance customer satisfaction. This approach not only fosters professional growth but also strengthens the resilience and adaptability of the business in a competitive digital landscape.

Acknowledge Concerns (Reconhe?a as Preocupa??es): Mostre empatia ao reconhecer as preocupa??es do cliente, mesmo que você n?o concorde totalmente com elas. Validar os sentimentos do cliente demonstra que você está comprometido em resolver o problema deles.

I agree. The most important: to understand the point of view. Exigences and any misunderstanding. Generally it will possible to find a common useful way to reach a good possible way out between reasonable persons :)

I am currently reading Super Communicator by Charles Duhigg and he speaks to two things I think are relevant here, asking "deep questions" and "looping for understanding." Parroting back the client's feedback hardly registers. Asking a deep question, like "how did you evaluate the effectiveness of the product here?" or "What would a perfect solution look like for you?" allows the client to feel heard, but also a space to collaborate on the solution and outcome. This allows for better understanding and minimizes the chance of someone feeling merely placated.

Yes, acknowledge their concerns, take ownership of them to rectify them as soon as possible as well as checking on the progress of the situation, the corrective measures, then check back with the customer

Acknowledge why by repeating why they are upset back. Like if it was costs increases for a policy. "I am so sorry that you are unhappy about the increase sir. Let's see if we can find a way to help you." Make sure you let them get everything they want to say out. They mostly want to be heard.

Provide Clarity (Fornecer Clareza): Se houver mal-entendidos ou falta de informa??o, esclare?a de forma educada e transparente. Forne?a fatos ou dados relevantes para explicar sua posi??o. Isso ajuda a dissipar confus?es e a estabelecer uma base sólida para a resolu??o do problema.

Always be transparent with them. If it was an increase in a cost for example. I explain in great detail why. Like the ins and outs of the way it works. Sometimes it's inflation, or claims in our state. Many people are getting hit with this. These are things that are impacting our economy as a whole. Not just us. Be reassuring. Finding ways to help them. Be their support. Not against them.

Providing clarity should start with asking follow up question. a lot of the times customers will relax, as long as they feel like you understand their concern. after understanding their point of view fully, gently explain the situation from the companies point of view and try to find a middle ground.

In addressing customer feedback, especially when it diverges from your perspective, clarity becomes your most powerful tool. As a business consultant, I've seen firsthand how misunderstandings can derail potential growth. By explaining the rationale behind policies or actions transparently, you're not just defending your stance; you're inviting your customer into a dialogue. This approach fosters trust and demonstrates that their feedback is valued, laying the groundwork for a stronger, more informed relationship. Remember, clear communication is the cornerstone of mutual understanding and long-term success in any business.

Customer is always rigth but do not lose opportunity to clarify the issue with data and facts. Then allow customer to choose correct desicion

The customers may not always get what they want out of the conversation, but the key is listening, and being supportive to their needs. They always know I am on their side.

In addressing customer feedback, especially when it diverges from your initial perspective, the key is to approach the situation as a collaborative effort towards a common goal. This mirrors the entrepreneurial journey where adaptability and open-mindedness are paramount. Just as entrepreneurs must pivot based on market feedback to develop their business in a low-tax environment or while moving abroad, effective customer service involves listening, adapting, and innovating to meet customer needs. This strategy not only resolves immediate concerns but also strengthens the customer-business relationship, laying a foundation for long-term loyalty and satisfaction.

Offer Solutions (Oferecer Solu??es): Apesar de discordar do feedback inicial, concentre-se em encontrar solu??es que atendam às necessidades do cliente. Proponha alternativas ou compromissos que possam resolver o problema de forma satisfatória para ambas as partes. Mostre-se aberto a colaborar para encontrar uma solu??o positiva.

Ofrecer una disculpa aunque uno no sea el del problema hace que el cliente se calme un poco. Tratar de resolver, escalar el caso, si no se tiene la resolución rápido indicarle que se le estará devolviendo la llamada o el correo a una hora pactada.

Follow Up (Acompanhar o Progresso): Após implementar as solu??es propostas, fa?a um acompanhamento com o cliente para garantir que eles estejam satisfeitos com a resolu??o. Isso demonstra seu compromisso com a excelência no atendimento ao cliente e ajuda a fortalecer a rela??o com o cliente.

Los pasos a seguir son los siguientes: 1. Mantén la compostura. 2. Aclare los comentarios. 3. Aceptar y asumir la responsabilidad.

Steps to be followed are as under - 1.Keep your composure. 2.Clarify the feedback. 3.Accept and take accountability. 4.Offer a solution or seek advice. 5.Express your gratitude. 6.Reflect and learn. 7.Follow up. 8.Adopt the feedback.

If a customer gives feedback that you strongly disagree with, thank them for their input, remain professional, and try to understand their perspective. If necessary, explain your reasoning respectfully, but ultimately prioritize addressing their concerns and finding a resolution to ensure their satisfaction.

O primeiro passo é ouvir o feedback e ver se tem coerência com o fato contratado pelo cliente. Anotar e buscar levantar o ponto de vista do cliente, cada pessoa tem sua vis?o de mundo, pode ser que ele realmente esteja certo, neste caso buscar uma solu??o, caso contrário elencar sua vis?o sobre o feedback dele, agradecer e mostrar como afetou positivamente outras pessoas.

Actively listen to the customer's feedback without interrupting. By giving them your full attention... Feels like you may respect for their opinions and show that their feedback is valued. It works so well always and they won't get offended relationships and improving our business practices! Especially if we are in retail oriented sector..

If I strongly agree with a customer's feedback, I would acknowledge their input, express my agreement, and take action accordingly. This might involve implementing changes based on their suggestions or using their feedback to improve our products or services.