As a CX individual, the ultimate goal is to ensure in giving a better experience to the customer by solving their challenges and providing an output that satisfies the customer. In my experience, I have always looked at customer dissatisfaction to be a key point in enhancing CX and resolving the customer's issue by first listening to their points to make them feel valued. Once you give the solution, the game doesn't end there, a follow-up is always required to give an assurance to the customer that you are genuinely working towards customer satisfaction. These steps not only help in solving the customer issue, but also helps in improving your customer relationship and builds trust that enhances the overall experience for the customer.

If the above doesn’t work getting advise and intervention from your supervisor can help change the customer’s perspective. Because he may just not want to listen to you anymore.

Para contornar uma reclamação de insatisfação de um cliente é preciso levar em consideração os seguintes pontos: - Pratique empatia: ouça seu cliente com atenção, procure compreender qual a insatisfação e os pontos de dores. Avalie se a reclamação é proveniente de um processo, atendimento, jornada ou falta de esclarecimento sobre produto/ serviço. Aja ativamente: Faça um levantamento interno das principais causas e resolva a insatisfação do cliente o mais breve possível. - Feedback: Retorne ao cliente com uma solução adequada e peça desculpas pelo mal atendimento. Se possível, conceda ao cliente alguma forma de agradecimento ou recompensa pelo ocorrido.

Address dissatisfaction by actively listening to the customer, acknowledging their concerns, and offering a clear resolution or alternative. Maintain empathy and professionalism throughout the interaction to rebuild trust and ensure their needs are met.