Vous avez épuisé tous les efforts pour satisfaire un client. Comment pouvez-vous transformer leur insatisfaction en fidélisation ?

Mantener una escucha activa hace que podamos entender la raíz del problema y tener empatía con lo que el cliente nos está diciendo, esto demuestra que nos importa su experiencia. Es importante reconocer el problema y admitir el error sin justificar nada, simplemente reconocer que para nosotros es importante lo que el cliente nos está transmitiendo y ofrecer una culpa sincera.

Apologize and Take Responsibility: Offer a sincere apology for the issue they faced. Taking responsibility, even if the problem wasn’t directly your fault, shows accountability.

Supplementary Insights: Evaluate the Impact: Long-Term Effects: Before offering non-standard solutions, consider the long-term impact on your business. Ensure that the actions taken are sustainable and align with your overall customer service strategy. Consistency: While creativity is valuable, it’s important to maintain some level of consistency in how exceptions are handled. Establish guidelines for when and how to offer unique solutions to avoid potential misuse or setting unrealistic expectations. Empower Your Team: Training: Equip your team with the skills and authority to make decisions on the spot. Training employees on how to evaluate situations and offer creative solutions empowers them to handle complex issues effectively.

A la hora de ofrecer soluciones, debemos de tener una respuesta inmediata, esto hace que nuestro cliente sienta y sepa que su problema es una de nuestras prioridades por resolver. Las soluciones deben ser específicas, si podemos ofrecerle varias soluciones para que el cliente escoja con cual se siente más cómodo, sería un plus para que la experiencia pase de ser negativa a algo positivo.

Resolve the Issue Promptly: Address the problem swiftly and effectively. Ensure the resolution meets or exceeds their expectations

All things have a solution, and all clients have a different way that want to be handled. Also, behind every complaint there is a solution that the customer already thought it would be best for them to address their concern/issue. Personalized service helps you get close to them, know them and better understand them and their needs. Also, it creates a bond where the client can be more open to you as to their needs and wants.

En el mundo actual, para los clientes es muy importante sentirse como alguien importante, especial y que la experiencia que les brindamos es única. Esto hace que sean leales a la marca, por esas pequeñas diferencias que hacemos a la hora de hacerlos sentir como únicos, recordando sus nombres, sus preferencias en cuanto a nuestros productos o servicios, ofrecerle algo nuevo según dicho gusto, etc. Esto fortalece su relación con la marca.

No atendimento ao cliente, é importante fazer o acompanhamento do cliente. Isso demonstra nosso compromisso e atenção às necessidades do cliente, para que ele se sinta satisfeito com nossos serviços. É essencial ter o cuidado de sempre procurar saber se o cliente deseja deixar uma sugestão de melhoria.

After resolving the issue, follow up to ensure they are satisfied with the solution and to reinforce that their feedback is important.

Para mantener la integridad es importante tener una comunicación transparente y clara, informar al cliente sobre el progreso y las soluciones reales que podemos darle, lo que tenemos permitido ofrecer, y darle un seguimiento en todo momento.

Learning from an unsatisfactory outcome, it’s the first step towards achieving a positive result. Use the feedback from the dissatisfied customer, in order to identify areas for improvement in your products, services, or processes. In my experience, demonstrating that you take feedback seriously and you’re continually striving to improve yourself, it’s another way to build customer loyalty.