Como você pode construir confiança com os clientes após uma experiência negativa com sua marca?

The first and foremost is to listen to the customer and acknowledge the issue. Ask for details, make the customer feel comfortable with you in sharing his/her negative experience. Then apologize which shows a sincere gesture from your side even if you were not a part of that project. Now, offer solutions, alternatives, and add value to your conversations, through offerings, and rebuild the relationship by infusing trust through your acknowledgement of the problem of the customer. No product is sold with discounts, it is sold with customer experiences!

First step is to acknowledge the issue openly and apologize for it. In short take ownership for those mistakes. Afterwards showing that you understand their concerns and are committed to resolving them by co/building mitigation tactics and a roadmap together. Transparency goes a long way.

Despite being one of the hardest things to secure, trust can be easily abused. Countless businesses have had their bottom lines sunk because they abused their clients' confidence. Reputations damaged by these breaches take a long time to heal if left on their own. Businesses that want to rebuild the trust they initially had with their client base need to approach the issue proactively. Rebuilding trust starts with admission and a promise to do better. Some ways to rebuild trust: Communicate Transparently, Show Progress, Demonstrate Vulnerability, Speak Directly To Your Client, Embrace Sincerity & Care, Respond On Every Channel, Acknowledge & Explain, Acknowledge, Apologize & Correct, Align Actions With Core Values, Maintain Integrity Daily

El cliente siempre tiene la razón. Aunque algunas veces, la pierda. La verdad, es que en la mayoría de los casos, cuando alguien muestra una disconformidad es porque no se han cumplido las expectativas. Es momento de escuchar, mostrar interés por lo sucedido, pedir disculpas y lo más importante ofrecer una solución lo suficientemente satisfactoria para seguir contando con la confianza del cliente. A nivel interno, la incidencia ha de quedar registrada y acompañada con la solución ofrecida y/o posibles mejoras en caso de haberlas.

People want to feel valued. We all want to feel important. A central part of this is feeling heard. By simply acknowledging the problem, empathising with their feelings, and accepting their view, the customer is likely to respond positively. It is widely known that carefully handling problems can build better customer relationships than if a problem never occurred. This is an opportunity to build a relationship, loyalty, and to improve as a company.

Pedir disculpas y dar soluciones, son siempre de gran ayuda en la gestión de una incidencia. Si se hace rápido y de forma profesional, puede permitirnos recuperar un crédito que habíamos perdido. Aprovecha esta segunda oportunidad para potenciar la confianza con tu cliente. Todos cometemos errores, pero cómo los resolvamos dirá mucho de nosotros. Esfuérzate para que aunque no quieran, sólo puedan hablar bien de ti por el excelente trato recibido.

When solving customer problems, involve your internal team effectively. First, delve into the root causes of the issue, especially when you're not directly involved in the implementation. Collaborate with your team to craft a solution. Second, present the proposed solution to the customer and actively listen to their feedback. Use that feedback to make necessary adjustments. This collaborative approach ensures a thorough understanding of the problem and a customer-centric solution tailored to their needs

No matter sometimes it can happen..it's matter of some period if your product is really reliable and suitable for customer application then product Will speak itself..just keep patience and maint good relationship with customer ...!!!

Time is the most important factor.Timely acknowledgement,site visit,communication about proposed actions taken with dead line and meeting those dates is the essence of your commitment towards customer care.. Transperancy across all the process is desirable to rebuild trust with customer.

Et surtout mettre la solution et les actions en place. Aussi vite que possible afin que le client ne se sente pas lésé par trop d'attente

Establish a consistent follow-up schedule to keep the customer informed about the progress in resolving the issue. Transparency is paramount! Following each meeting, reinforce transparency by sending a concise summary email detailing the discussed points, completed actions, and upcoming steps. This not only showcases reliability but also fosters mutual accountability, ensuring both parties remain committed to solving the problem.

Estar pendiente de tus clientes, es estar "con" ellos. Poder acompañarlos es un regalo, que no nos podemos perder. Por ello, es necesario cerciorarse de que la segunda oportunidad que nos han dado, ha merecido la pena. Estate atento. Por experiencia, cuando una incidencia ha sido bien resuelta la mayoría de las veces trae al comprador de vuelta.

From a broader perspective, this approach not only addresses immediate concerns but also cultivates a positive long-term relationship. Customer satisfaction contributes to brand loyalty and can lead to positive word-of-mouth, enhancing the overall reputation of your business.

Qualquer que seja a ação adotada para minimizar o sentimento de insatisfação do cliente, o acompanhamento até a solução completa se faz necessário, com uma aproximação maior do que em uma venda. Um cliente insatisfeito pode prejudicar muito mais do que uma venda não realizada.

When gathering feedback after a challenging experience, it's essential to be ready for action. Customers invest their time in sharing insights, and they expect the organization to respond promptly. As you set up this feedback loop, make sure to incorporate clear timelines, budget considerations, and resource planning to implement the feedback effectively. Demonstrating a commitment to tangible improvements enhances customer satisfaction and reinforces trust in your responsive approach.

Effectuer des visites régulièrement sur place pour constater si la solution apporte les ajustement nécessaires et adéquat afin que le client soit satisfait

O feedback é necessário em qualquer contato comercial, adoto com todos os clientes com certa regularidade, mas em situações que visam minimizar uma insatisfação, a ferramenta é mais necessária e com um frequência maior.

When things go south with a client, it's crucial to stick to your word and take responsibility instead of playing the blame game. Say sorry, listen to their concerns, and genuinely understand where things went wrong. Rebuilding the relationship boils down to keeping your promises, owning up to mistakes, and being open and honest in your communication. Remember, you've got one shot at making things right.

It's very critical for a rep who owns the relationship to be there for their customers when things go wrong. This not only reflects strong character — proving that our commitment doesn't end with a commission but extends to genuinely caring about your success. Demonstrating empathy, actively listening to their concerns, and promptly addressing issues demonstrates our dedication to solving problems and reinforces our customer-first approach.

Esse é o grande desafio de vendas, reconstruir o relacionamento com um cliente que apresentou insatisfação, o que eu utilizo é a oferta de novidades na linha dos produtos da marca, que demonstrará que a empresa está em constante evolução dos produtos e na preocupação com a satisfação dos clientes, talvez oferecendo algum brinde ou um bom desconto para compra destas novidades, mas devemos lembrar que nestas situações já iniciamos com uma avaliação negativa, desta forma, nada pode dar errado nessa operação.

Firstly, it’s important to build trust with the consumer by sharing the reason for issue, accepting mistake if rectifiable and offering solution. Secondly , disassociate brand from issue if the underlying reasons are not linked the brand promise to consumer. Listen to the consumer and communicate with the consumer.

I would also consider going one step past what you are required to do. For example, fix the problem and give a credit even if it is not in the SLA. It will show that you want to make things right not just meet the minimum requirements.

Estoy de acuerdo con lo planteado, me parece de suma importancia reconocer el problema y ayudar a corregir, pero dentro de estos mismos pasos agregaría el no culpar a nadie de la empresa para caer bien o generar una falsa confianza, el hecho de decir “esto fue culpa de tal persona” no ayuda, es más yo no podría confiar en alguien que es capaz de culpar a un compañero de trabajo solo para no tener que asumir responsabilidades, si trabajamos en una empresa debemos entender que independiente de quien haya cometido el error, debemos pedir disculpas sinceras y concentrarnos en cómo podemos ayudarlos a solucionar su inconveniente de la mejor manera entregando una solución que al cliente lo deje conforme y quiera volver siempre a atenderse contigo