O que fazer se um cliente estiver insatisfeito com o seu serviço?

If a customer is dissatisfied with our service, we first apologize for any inconvenience caused and listen to their feedback to understand their concerns. We then work to find a resolution that meets their needs, whether it be offering a refund, providing a discount on future services, or taking other appropriate actions to address the issue. It is important to show empathy, take responsibility for any mistakes, and communicate openly and transparently with the customer to rebuild trust and ensure their satisfaction.

One thing that is useful is to see what went wrong and respond by saying that let's see where the problem is and speak to management

Ask them, what can I do to right the wrong? Ask would you like a refund or get another one? After that, apologize for the inconvenience

I agree with this. Hear them out. Acknowledging the problem and that it caused them an inconvenience is a surefire way to help the Customer see that you're willing to work with them.

priorize a comunicação aberta e empática para entender as preocupações. Ofereça soluções rápidas e eficazes, buscando sempre a sua satisfação. Além disso, utilize o feedback como uma oportunidade de aprendizado e melhoria contínua do seu trabalho.

When I am facing a customer issue I will first apologize for the inconvenience. To make sure I completely understand their issue I will repeat what they told me or ask clarifying questions. I will then thank them for bringing this to my attention and discuss with them what I will be doing to resolve this issue. I will remain in contact with them until the issue is resolved and make sure I address any additional questions they may have. This will not only let them know they are heard but it will also build a relationship that will help both parties in the long run. It will help them have faith that any problems they have will be resolved. It will also help us to improve our processes and/or systems while increasing our customer care ratings.

When a customer is dissatisfied, I prioritize swift resolution by listening attentively, offering a sincere apology, and working collaboratively to find a satisfactory solution. Through transparent communication and follow-up, I aim to regain their trust and turn their experience into a positive one.

Acknowledging that the other party has perceived that they have been hurt or wronged is vital. Without that, you have no hope of rectifying the situation. Step one of solving any issue is recognizing an issue exists.

I thank the customer for bringing it to my attention. Then I ask the customer what they would do if they were me. Then I do what they would do if they were me

Process starts earlier. Create a good communication bridge with the client and a relationship of trust and empathy. When a failure occurs, the customer will be more willing to accept their failure, when it occurs, try assertively and immediately to resolve the situation with total commitment and bringing the customer to resolve the situation.

Write this down and put it by your computer or phone: Often times, there is something much deeper going on with an upset client than the immediate, apparent issue. So many times I'd be on a phone with a client calming them down about a simple concern and it would turn into them saying THEY were sorry to ME because they lost their temper - only to find out they had more serious issues going on in their lives. LISTEN. LISTEN. LISTEN.

Customers want to know they are being heard when working through an issue. It is good to be actively listening and engaged with the customer so they can explain their frustrations. This can be difficult at times to keep a calm demeanor but that is an important part of customer service.

Anyone likes to be valued in a conversation and feel that the input they provide adds value. Listen to needs and frustrations and present assertive solutions. All questions must be open-ended in order to gather as much information as possible in order to present a definitive solution.

Letting people talk and be heard is significant in making them feel cared for and gaining their trust. The more you let the client talk and the more you listen, the better the conversation will develop.

if there was a problem with the customer: 1. I will ask them to explain what their problem is. 2. Then I will listen carefully, let the customer tell me what happened. 3. I will ask the customer for their recommendation is to resolve their problem. 4. I will then explain company policy and hopefully this resolves their problem. 5. If this didn't resolve their problem I will offer them an alternative. 6. Assure them that you will resolve their problem.

Active listening is a huge part of this step and trying to do your best to understand where they are coming from. Make sure to let them tell you in their own terms how they were affected by the issue at hand.

Ask questions. I find that a lot of times a customer is upset not because they received poor service, but because they did not receive an answer to the question that they asked. Re-read all written interactions, listen to call recordings, and see if you can find something that was initially missed. If you can, awesome. Reach out and address the problem, and present a course of action to correct it. If not, still reach out and figure out exactly what you could have done differently. A lot of times, showing a customer that you cared enough about them to actively try to solve an issue completely changes their perspective of the situation, and can create a return customer.

Admitting our own weaknesses can be positive as long as a solution is simultaneously presented. We may not be able to resolve the situation personally but may present a solution using third parties! It is important to go the extra mile because when this is genuine the customer feels

How a company handles a customer complaint is so important. If handled well you earn long lasting trust and loyalty, but if handled badly you lose a customer and risk reputational damage. Always be empathetic to the needs of the customer and really listen to their grievances. Try and work together towards a solution and never drop the ball until that solution is reached.

Later I will contact them to verify everything is working and let them know what is happening and ask if there are any questions.

When everything is complete, ask them if they are satisfied with the outcome. Listen to everything they say and thank them for being a valued customer.

Assuming that the problem is solved can cause even more of an issue. Cause if customers aren't happy then all you can do is go to customer and find out exactly what it would take to make them happy and to want to return.

Something to consider; when that customer walks in, you don’t know what kind of day they have had and we have to be willing to step into their shoes a bit in this. As customer service providers our goal in any industry is to give the best experience so don’t be afraid to think outside the box. Often, managers appreciate this ability to not just be an employee but a person I once had a guest dining who wasn’t rude but was a bit to herself while dining. I sensed something was amiss and towards the end of her meal I showed up with a dessert for her. I explained that she seemed down or deep in thought and I hope to bring a little light to her day with the treat. She mentioned she had just put her dog down and was having a rough time about it.

Don't stick to the script if your role allows you to divert. The customer will be immediately aware that your answers are not your own and this can create tension and escalate the situation. I have found that on many occasions being honest and being yourself, rather than your 'customer service persona', creates a better relationship with the customer. This can ultimately lead to the customer accepting a solution that is not even in their favour, as they know you are being open and providing all possible options.