¿Cómo mantienes el profesionalismo y la empatía cuando tratas con un cliente frustrado por teléfono?

Here are some tips to maintain professionalism and empathy when dealing with a frustrated customer over the phone: 1. Acknowledge their frustration: Validate their feelings. Phrases like "I understand you must be frustrated" or "I'm so sorry to hear this has caused you inconvenience" show you hear them. 2. Active Listening: Give them your full attention. Don't interrupt and let them vent their frustration. Ask clarifying questions to fully grasp the situation. 3. Positive and Professional Tone: Maintain a calm and even tone of voice. Use respectful language and avoid jargon. 4. Owning the Problem: Even if the mistake wasn't yours, apologize for the inconvenience. Take responsibility for finding a solution that benefits the customer.

Trabalhei quase 15 anos com atendimento ao cliente e uma das melhores formas é escutar ativamente o cliente, deixando ele expressar suas preocupações sem interrupções. Mostre que você está realmente ouvindo e compreendendo o problema. Dessa maneira, você ganha confiança do cliente para posteriormente resolver o problema dele.

Para lidar com um cliente frustrado por telefone, começo: - Ouvindo com atenção e empatia, permitindo que expressem suas preocupações sem interrupções. - Mantenho uma postura calma e positiva, validando seus sentimentos e mostrando que entendo sua frustração. - Apresento soluções claras e realistas, garantindo que o cliente saiba que estou comprometido em resolver o problema e melhorar sua experiência. Minha abordagem é sempre orientada para criar uma solução eficaz e reforçar a confiança do cliente.

Listen Actively: Allow the customer to express their concerns without interrupting, demonstrating that you are fully engaged and understanding their frustration. Acknowledge and Empathize: Validate their feelings by acknowledging the issue and expressing empathy, using phrases like, "I understand how this situation is frustrating for you." Stay Calm and Polite: Maintain a calm and polite demeanor throughout the conversation, even if the customer is upset, ensuring you respond thoughtfully rather than reactively. Provide Solutions: Focus on finding a solution to their problem, clearly explaining the steps you will take to resolve the issue and keeping them informed throughout the process.

Humanise the situation if you can. Too often callers experience 'learnt empathy' and it feels condersending. Whilst not losing sight of the end goal, the best call handlers will turn the conversation away from the current situation and create shared empathy around another shared experience, this makes a connection in a much deeper way and also defuses by deflection.

Garder son calme et maîtriser ses propres émotions est essentiel pour maintenir le professionnalisme. Lorsque vous êtes confronté à un client frustré, il est important de ne pas prendre ses plaintes personnellement. Respirez profondément, gardez une voix douce et posée, et évitez de vous énerver. Par exemple, au lieu de réagir de manière défensive à une critique, vous pouvez dire : "Je suis désolé que vous ayez vécu cette expérience. Permettez-moi de voir ce que je peux faire pour rectifier la situation." Cette approche non seulement désamorce la tension mais montre également que vous êtes capable de gérer les situations difficiles avec professionnalisme.

To maintain professionalism and empathy with a frustrated customer over the phone, start by actively listening and acknowledging their feelings without interrupting. Maintain a calm and composed tone, demonstrating patience throughout the conversation. Express genuine empathy and apologize for any inconvenience they’ve experienced. Ask clarifying questions to fully understand their issue and offer clear, actionable solutions. Assure them that you are dedicated to resolving their problem, and follow up if needed to ensure their satisfaction. By combining these elements, you can effectively manage the situation while building trust and rapport with the customer.

Active listening fosters a sense of being heard and understood, which can significantly reduce frustration. It transforms the interaction from a simple transaction to a collaborative effort to solve a problem, ultimately enhancing customer satisfaction and loyalty.

Um cliente frustrado muitas vezes so quer alguém para ouvir e se disponibilizar a resolver o problema no momento em que esta mais nervoso por isso é imprescindível, ouvir atentamente e anotar os pontos principais da conversa destacando no final da ligação que ira procurar soluções, em um segundo momento que for retornar ao cliente mostre que direcionou suas forças exatamente nas suas dores mesmo que nao tenha conseguido resolver da maneira como ele desejou, mas certamente ele ficara grato pela atenção e dedicação.

Active listening can help diffuse a situation by showing you care enough to fully listen. Often, people disengage especially when dealing with an issue. By practicing active listening, you are letting the other party know that they have your full attention. Sometimes how we handle a problem can help calm someone down just as much as coming up with a solution.

Sincerely apologize to the client/ customer for the inconveniences they are experiencing, don't talk over them when they are explaining their frustration and don't invalidate their feelings.

Listen actively without interrupting. Acknowledge their feelings: "I understand how frustrating this must be for you." Apologize for the inconvenience. Show genuine concern by asking follow-up questions. Offer a solution or assure them of your efforts to resolve the issue. Example: "I'm really sorry you're experiencing this. Let me see what I can do to fix it as quickly as possible." Follow through on promises to build trust and show you care.

A strategy that has always worked for me and customers responded well too is that while empathizing with the customer, I try to direct the anger/frustration that they are feeling towards the situation. Just like the article mentioned, the customer is trying to take out frustration of the situation but usually they don't know or don't realize that they are taking it out on you when you're just trying to help them. After actively listening you could say something like "I'm so sorry that you have to deal with this, I hate when this happens to me too. Let's see what what we can do to fix the problem." This way your empathizing with the client while directing their anger that needs an outlet towards the situation.

Being able to put yourself in the clients position, and see the issue at hand from their perspective may provide valuable insight into what solution may be best for that specific situation. Sometimes it can be hard for a client to understand why an organization goes about handling conflict in the ways that they do, and it is our job to be that voice of reason and knowledge. Essentially, not only is it vital to place yourself in the clients shoes, but to also have adequate knowledge/communication skills to be able to explain how each action correlates to other aspects of the organization; everything done has a domino affect.

It's not only about apologizing or saying sorry... Ability to showcase empathy is a necessary skill for over the phone communication

The best solutions are those that use data to take the client closer to the answer before needing any response from the client. For example.. You are an airline.. If a clients plane is cancelled and you already know this and what the available options are, the last thing the client wants right now is you asking for all their flight info on the phone. Start with, sorry that your flight was cancelled, we have already booked you on the next available flight and put you in a VIP lounge whist you wait.. Is that acceptable or would you like me to run though alternative options and you will have a happier customer.

Propose action steps, take ownership & detail resolution steps. Explain exactly what you will do to solve their problem, what customer can expect, then commit to following up afterward. Provide your direct dial, email & any reference number for easy inquiry status check. Follow through & be results accountable. Assure client you are handling their concern. Provide multiple solutions for dissatisfied customers. Empower them with choices to control outcome of their service. Offer expedited delivery &/or discount. Be flexible, put client in driver’s seat & explore best suited options. Present options both your client & your brand can live with to salvage, maintain & enhance relationship. Most importantly, restore your firm’s reputation.

Seja claro sobre o que você pode fazer pelo cliente e quais são os próximos passos para entender sua necessidade. Seu objetivo nesse momento é fazer o cliente se sentir ouvido e valorizado.

O atendente tem o poder de facilitar ou dificultar o acesso do cliente à solução. Nesse momento é preciso ter boa vontade e muita maturidade. Podemos nos sentir tentados a vingar algum comportamento ofensivo do cliente, dificultando a solução para o seu caso. Mas essa atitude é prejudicial para todos. É hora de deixar o cliente satisfeito, quem sabe, converter a frustração em encantamento.

My promise is my word. Even if that call is not what the client wants, if I promise to get back to you, I will. Clients appreciate it and whenever there is an issue, they know they have my number.

Following through till a solution is gained, is definitely going to keep the client stayed with the organisation.. It communicates that they are important to you.

Um cliente insatisfeito pode ser difícil de lidar, porém, é um sinal de alerta para algum ponto de falha no atendimento. Mesmo após solucionar a insatisfação do cliente, uma atitude diferencial é entrar em contato com ele novamente. O feedback pós-atendimento demonstra que a empresa se preocupa com a satisfação dos clientes e que o problema ocorrido foi uma exceção.

Un cliente molesto por el funcionamiento de un determinado producto o servicio da cuenta de un quiebre en la confianza entre la empresa y su cliente. Debido a esto, es necesario poder demostrar al cliente que su caso se está tomando en serio y hacerle seguimiento es una buena forma de hacer parte al cliente del proceso de regularización. Desde este punto en adelante (habiendo consensuado una solución) es obligatorio cumplir con las expectativas generadas y la oportunidad de restablecer el vínculo empresa-cliente.

The frustrated client is not your enemy - the unsolved problem is. Be the client’s advocate & reflect this in your manner & tone to steer the conversation in a positive direction & find a mutually agreed upon, effective & beneficial solution. Know your client. Practice active listening, respond sincerely, dig deeper, acknowledge the problem, propose an action plan, assure client you appreciate their business, patience & feedback. Suggest updates on product/service changes & most importantly follow-up with the client to confirm problem resolution & customer service satisfaction. Learn & literate by incorporating client feedback with your team, strategize & participate in regularly scheduling training for continuous improvement.

Reflecting on interactions with frustrated customers helps identify what went well and what can be improved. Seek feedback, focus on training and development, share insights with your team, and build resilience. Continuous learning and adaptation are key to providing excellent customer service.

Tenha certeza que seus esforços para manter este cliente valem a pena. Os clientes valorizam essa atenção e sentem-se bem ao entender as etapas do processo.

E não só desenvolver estratégias, mas ser um canal de retroalimentação para outros setores, se por exemplo a reclamação se deu por um problema grave no equipamento. O atendimento/ pós-venda é o maior gerador de insumos retroativos de um organização!

Refletir sobre cada interação difícil e buscar aprendizado contínuo fortalece a capacidade de fornecer um atendimento ao cliente excepcional. Esta abordagem proativa não só melhora a experiência do cliente, mas também contribui para o seu próprio desenvolvimento profissional e satisfação no trabalho. Importância da Reflexão: Refletir sobre as interações permite identificar padrões de comportamento, tanto seus quanto dos clientes, que podem ajudar a melhorar futuras abordagens. Esta reflexão pode revelar áreas onde a comunicação pode ser aprimorada ou onde processos internos podem ser ajustados para evitar problemas recorrentes.

Não é apenas observar para o futuro, mas também criar métodos de evitar que essas frustrações se repitam. Afinal antever os problemas e sensações dos clientes é se importar verdadeiramente com a experiência deste.

Na minha experiência, quanto mais efetiva for as sugestões de soluções para esse cliente, melhor ele reage, e assim, o atendimento deixa de ser difícil.

When dealing with a frustrated customer over the phone, balance professionalism and empathy by first actively listening to their concerns without interruption. Acknowledge their feelings with phrases like, "I understand how this must be frustrating." Maintain a calm, composed tone, and avoid defensive language. Clearly explain steps you will take to resolve their issue and provide realistic timelines. Show empathy by expressing genuine concern and a willingness to help. Follow up as promised to ensure their issue is resolved. This approach demonstrates respect, builds trust, and helps de-escalate the situation while maintaining a professional demeanor.

Alguns insights para ajudar são: 1. Saiba quem está do outro lado da linha 2. Apresente-se no início da chamada 3. Conte com um bom roteiro de atendimento 4. Ouça o que o cliente tem a dizer 5. Use o nome do cliente durante a ligação 6. Evite termos que sugerem intimidade 7. Demonstre empatia pelo cliente 8. Adeque o tom de voz e a dicção 9. Atente-se ao vocabulário utilizado 10. Desenvolva soft skills para atendimento ao cliente 11. Identifique as objeções do cliente 12. Não deixe o cliente esperando por muito tempo na linha 13. Faça um resumo da chamada antes de finalizá-la Lembre-se de que cada cliente é único, e adaptar-se a diferentes situações é fundamental para um atendimento eficaz.

This article is very good. The only thing I would add is the word humility, I think that going ahead with it... everything will turn out well, whatever you do in life, whether when dealing with clients, suppliers, colleagues, family or friends. Therefore, returning to the main topic of the article... if the client sees you as humble, you have many more advantages than your competitors.

Sinceridade é sempre a base de confiança, ouça, entenda o problema e se o erro for seu, assuma o erro e se prontifique a resolver da forma mais rápida e ágil possível.