Como os contact centers podem lidar com clientes difíceis ou irritados e transformá-los em defensores fiéis?

Angry customers if handled well would be your brand ambassadors. As mentioned before understanding the root cause. Listen to the customer. Let him vent out all the frustration. He needs someone to listen to his problems. Many a times the above three issues may resolve 80% of the issues. Wait for the customer to pause and then apologize for the inconvenience and then give him the solution. Yes the solution may also be available in the selfcare options. If its an unique issue escalate the issue to the supervisor to ensure no other customer is facing a similar issue. Do not argue

Pay full attention to all that is being said at the beginning of the call without interruption, often customers rehearse what they want to say prior to calling and it is important that agents give them the opportunity to fully express the issue – take notes if necessary – and highlight what points need to be tackled. Asking the caller to repeat their reasons for a call is like showing a red flag to a bull. Most importantly, stay calm!

Instead of apologizing, show the customer empathy. Reassure the customer that you understand their situation and recognize their concern. Saying things like ‘I can understand why this is distressing’ or ‘Yes, that definitely isn’t right – let’s solve that together now’ will help to demonstrate that you’re both on the same side. It is important to reflect empathy in your tone of voice – it’s not just about the words, sentiment is key.

The single most important thing that you can do is to show the customer that you hear them, acknowledge that you understand their frustration, and apologize. Proceed to resolving the situation to the client’s satisfaction after you have shown that you do in fact care a great deal about the customer’s experience. Help the customer to see you as an ally in resolving the issue.

Standard deescalations process is to ensure customers feel heard, and identify trends. The more important action is to actually take action. Customers can sense insincere sentiment, particularly when repeat issues are experienced. Showing your customers you value them is by showing them their feedback matters, and their insights will help shape the experiences they can rely on from the organization. This outcome can be communicated in a variety of methods, and should be targeted to your customer base instead of a "one-size-fits-all", but there should always be a follow-up or outcome communicated.

Following up shows the customer that you are committed to their satisfaction. The value of a call, (or several calls) can not be understated. It shows that you truly value your customer and want to be absolutely certain their issue is resolved to their satisfaction.

Debemos de escuchar las molestias o quejas que puedan tener nuestros clientes, esto nos puede servir como una alarma para la corrección de algo que no este funcionando de manera correcta o también nos puede ayuda a realizar cambios que les permita a nuestros clientes sentirse a gusto y satisfecho con nuestros servicios. Debemos de asegurarnos de que nuestros agentes cuenten con la capacidad de resolución de conflictos y en caso de que alguno carezca de esto, realizar los entrenamientos necesarios para que este tema sea se su conocimiento y total manejo.