Vous faites face à une plainte pour retard de service de la part d’un client. Comment pouvez-vous transformer leur insatisfaction en loyauté ?

What I’ve learned is that customers appreciate transparency. First of all try to monitor the delay , try to have all necessary infos the client may need about the delay . I mean , how many days it will take , when the situation will be resolved…Once you have all the info , call the client , explain clearly the situation, and give him concrete dates .

Ensure you acknowledge their concern and promise to do your best to offer solutions. Ensure that you remain positive throughout the interaction, offer a genuine apology and follow up to ensure that your commitments are kept.

Treat it as urgent and show them you are going out of your way to make it right. Look at the lifetime value of that customer (it's probably a large number). Know what they are worth to you and don't pinch pennies. If you have to spend some time and money to retain a good client, it's almost always worth it. *If they are a problem client, deal with differently.

One thing I've found helpful when attending to a dissatisfied customer is to ; Be calm, listen attentively without interrupting when the customer talks, be patient show empathy In all set the tone of your voice to be calm and peaceful Let the client feel acknowledged, do not dismiss their feelings or complain and while doing this ensure a fast resolution.

Definitely acknowledge as soon as you become aware of the situation. Reach out to them in their preferred format, ask and LISTEN too their feedback, repeat back to them what it is you heard they say to confirm you've got the right information. Advise them what the next steps you will be taking are and in what time you will a - be taking them and b - when you will let them know the outcome

Customers value honesty and transparency. My customers know I will be honest and do my very best to meet their expectations and provide a credit if necessary. Communication. Most important. They need to know their business is valued.

Siempre es importante ofrecerle un abanico de posibles soluciones indicándole además a cargo de quien esta cada posible solución, muchas veces podemos ingresar solicitudes de requerimientos pero la aprobación de ello no depende de nosotras, es importante ser lo mas honesto posible y no dar falsas esperanzas de solución.

Penso que estimar um tempo um pouco maior para a solução estrategicamente e solucionar num tem menor do que o sugerido, seja uma forma de surpreender positivamente o cliente.

You have to do a few things first acknowledging the delay and be empathetic to the customers frustration about it and any inconvenience it may cause. Next address and resolve. What to all you can within your control don't pass off unless you have to. If you have to reassuring the customer that you did everything in your power always deescalates the situation.

When it comes to wait time, I've learned that patients leave a negative review when they are not informed of delays upon check-in. They are understanding when there is transparency and concern for the patient. Keeping them updated during the wait is also key.

I've found that being sincere and showing you're concerned about their helping with their issue, is very important and necessary. Gaining their trust is a must in customer satisfaction. Offer to help resolve the problem and follow through. Apologize using their name letting them know they're business is appreciated. Show respect and concern. Follow up by a phone call. Checking to see if the resolution you provided worked and if the customer was satisfied and happy with the service you provided. Thank them again and be sure to let them know they're important. Invite them back by telling them of new upcoming sales or events. Ask if there's anything else you can help them with. I believe you'll have a customer for life. 🙂

Manteniendo al cliente informado de los avances en la mejora propuesta de su requerimiento me permite darle una atención personalizada inclusive estando ella desde su casa.

O pós vendas é de suma importância para a fidelização de clientes, além de personalizar o contato, manter algum tipo de contato periódico com este cliente é mostrar que lembra dele.

Agree. Ask the customer some questions. Hear them, show genuine concern. Find out what he/she needs. Repeat back what they’ve said to you, for two reasons… to ensure you understand and to also let them know they are being heard. From there offer solutions that are possible from your end, and agree to a solution. Of course, not making any promises that cannot be met.

Make a small promise. Tell them you will follow up, on a specific day, around a specific time. Then, make sure you do. You will build trust by showing you can execute how you say you will.

I feel this is one of the most important aspects of customer service. Following up with a client/customer after an issue has been resolved shows a level of genuine care you don’t see very often these days. If the recovery of the issue is personalized in steps 1-3, following up doesn’t have to be “all business”. If you’ve done the first 3 steps accurately, the follow up should be personal and more chatting then double checking the client/customer is satisfied. This builds trust and solidifies you listened and genuine cared about that client/customer as a person and not just income.

Randomly calling customers to inquire about the services you last rendered and if they still have difficulties would sincerely make these customers happy, knowing that you deeply show concern will have them stick with your brand.

Además de ingresar nuevamente el requerimiento del cliente le hago seguimiento para mantener al cliente informado del avance de su solicitud.

Esse contato tem que ser sempre, independente de uma reclamação feita pelo cliente, pois nem sempre o cliente insatisfeito irá contactar para dar feedback ...

In my experience, ensuring the customer that you are not only a representative for the company, but also the customer’s advocate helps to disarm them and build a healthy rapport. Actively listening, documenting, acknowledging, and addressing each concern will go a long way. Invite the customer to give as much feedback as they can. Ensure the customer knows that the interaction won’t be the end of the road, but that you will escalate the concern to the appropriate team to discuss potential preventative measures.

Give them your call card and let them know they can always call if the have issues, and you will be glad to assist. Encourage them to let you know should they have issues with the issues you resolved for them.

Invite customers to share their feedback through multiple channels like surveys, social media polls, and direct emails. Implement a structured feedback loop where responses are analyzed for actionable insights. Ensure transparency by publicly acknowledging feedback and detailing improvements made. This approach fosters trust and reinforces your dedication to enhancing service quality based on customer input.

This should be addressed in the initial apology/acknowledgment. Praise and thank them for the feedback from the get. Without it, you would never know you made a mistake. Even if you (your company) didn’t make a mistake, perception is reality in every customer service exchange. If they don’t proved the feedback, the risk of back word of mouth or loss of a customer becomes greater and opportunities for improvement go unknown.

Encourage you client that if they need any other assistance not to hesitate to let you know. This is for current problems or any other needs they may have.

Most of the time objections are really just reactions. Be objective, solutions based and positive. If they have a complaint, agree with them and then approach the complain with logic.

Recuerdo haber atendido mas de una vez este tipo de cliente, en mi caso lo abordé revisando detalladamente la solicitud desde el inicio para buscar así donde se produjo el error, una vez encontrado le ofrezco al cliente ingresar nuevamente su requerimiento y esta vez le pido su contacto para mantenerlo informado en los avances de su solicitud.

A speedy response is key, however, it is also equally important to put yourself in the shoes of the customer to empathize with their complaints. By vocalizing your shared experience you may be able to effectively manage their frustration. This is where you follow up with a solution to make things right if applicable. Re-winning lost customers requires empathy and patience, but will be worth it in the long run in terms of Customer Lifetime Value. Remember, it is easier to keep existing customers than to hunt for new ones. If you can effectively reach your lost customers, they can still be re-won.

Follow up is essential. Don't ever leave a customer in limbo. Always follow up with the customer by asking them if they were satisfied with the out come and how it was resolved.

Acknowledge his/hers issue and connect with the customer by apologizing for the inconvenience. Secondly, address the issue by providing solutions; then, follow up with the client to ensure the problem has been resolved. At last, fill out a company’s form, if applicable, in order to guarantee the situation from happening again. Keep in mind that establishing a caring tone is key to successful outcome.

-Entender la situación de la persona quien emite la queja. - Consultar o saber cual fue el motivo o que lo llevó al disgusto. - Intentar mediar la situación desde la escucha activa y la comprensión. -Brindar soluciones coherentes y explicar el retraso de su atención, que se haya dado por una demanda de clientes, o por motivos externos o ajenos. -Se le trasmite tranquilidad, y se le ofrece una atención mejor. -Se continua con una actitud firme y positiva, evitando gestos o expresiones que puedan dificultar aún más la relación. -Comentarle que su sugerencia, será de gran aporte para que no vuelva a ocurrir nuevamente, tomando su demanda así mismo como prioridad para mejorar la calidad de la atención.

Also keep in mind this; identifying and reducing possible conflict areas between your business and your customer experience is essential. Brands that seek to grow and develop must first make their customer experiences as seamless as possible. By addressing their customers’ needs, businesses can reduce the reasons why customers will not spend money. Pain points are simply problems that your prospective customers may experience while doing business. For instance, a pain point can be a slow-loading website or a delay with customer service response. By eliminating as many of these problems as possible, your company creates a seamless customer experience.