Last updated on Jul 15, 2024

Your client is dissatisfied with the resolution. How will you address their concerns effectively?

When a client expresses dissatisfaction with a resolution, it's a critical moment in customer service management. Your response can either salvage the relationship or exacerbate the issue. You must listen actively, empathize genuinely, and work diligently to address their concerns. The goal is to transform a negative experience into a positive one, ensuring the client feels heard, valued, and satisfied with the outcome.

1 Listen Carefully

Active listening is paramount when a client is unhappy with a resolution. It involves more than just hearing their words; you must understand the emotions and intentions behind them. Acknowledge their feelings and repeat back what you've heard to confirm your understanding. This step is not about agreeing with the client but ensuring they know you're fully engaged in resolving their issue.

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Hassan Haidar

I build genuine client relationships and solve supply chain challenges, turning obstacles into meaningful success stories.
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I apologize for the billing error and understand how frustrating this must be. Please provide more details so I can address it right away. I’ll investigate immediately and keep you updated until it’s resolved. Thank you for your patience and understanding.

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Sofía Merchán

Lawyer in Corporate Law | Project Management Specialist | Strategic Alliance Consolidation and Scholarship Allocation for EdTech Projects in LATAM at Fundación AICAD.
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La base de la comunicación con su cliente es la comunicación y esto implica saber escuchar, tomar nota, consultar en caso de dudas y demostrar que para usted es importante poder entenderlo y abordar esta situación.

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2 Empathize Sincerely

Empathy is the ability to understand and share the feelings of another. When a client is dissatisfied, showing empathy can help de-escalate the situation. Use phrases like "I can understand why that would be frustrating," to convey that you're on their side. Genuine empathy builds trust and can pave the way for a more amicable resolution.

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Hassan Haidar

I build genuine client relationships and solve supply chain challenges, turning obstacles into meaningful success stories.
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I apologize for the billing error and understand how frustrating this must be for you. Your concern is important to us, and I’m here to help. Please provide more details so I can address it right away. I’ll investigate immediately and keep you updated until it’s resolved. Thank you for your patience and understanding.

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3 Assess Fairly

After listening and empathizing, it's time to reassess the situation. Look at the issue from the client's perspective while also considering your company's policies and capabilities. Determine if the initial resolution was fair and if there's room for adjustment. This step requires a balanced approach to ensure the solution is equitable for both the client and your company.

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Hassan Haidar

I build genuine client relationships and solve supply chain challenges, turning obstacles into meaningful success stories.
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I apologize for the billing error and understand how frustrating this must be for you. Your concern is important to us, and I’m here to help. Please provide more details so I can thoroughly assess the situation and address it fairly. I’ll investigate immediately and keep you updated until it’s resolved. Thank you for your patience and understanding.

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4 Offer Solutions

Now, present alternative solutions to the client. These should be actionable and reasonable, taking into account what you've learned about the client's concerns. Offer options when possible, as this gives the client a sense of control over the outcome. Clear communication about the benefits and limitations of each option will help manage expectations.

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Hassan Haidar

I build genuine client relationships and solve supply chain challenges, turning obstacles into meaningful success stories.
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I apologize for the billing error and understand how frustrating this must be for you. To resolve this quickly, please provide more details so I can offer appropriate solutions. I’ll investigate immediately and keep you informed throughout the process. Thank you for your patience and understanding.

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5 Follow Up

Following up is an essential step in customer service management. After implementing the agreed-upon resolution, reach out to the client to ensure they are satisfied with the outcome. This shows that you care about their experience beyond the initial interaction. A follow-up can also provide valuable feedback for improving future customer service practices.

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Hassan Haidar

I build genuine client relationships and solve supply chain challenges, turning obstacles into meaningful success stories.
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Following up on the billing error, I've thoroughly investigated and am actively resolving the issue. Could you please confirm [specific detail] so I can finalize the solution? I'll maintain a record of our progress and follow up with you by [date/time] to ensure everything is resolved to your satisfaction. Your patience and cooperation are greatly appreciated throughout this process.

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6 Maintain Records

Keeping detailed records of customer interactions, especially when a resolution was not initially satisfactory, is crucial. Documenting the steps taken to resolve the issue helps in understanding the client's history and improves service in future interactions. It also allows for accountability within your team and helps in refining customer service strategies.

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Hassan Haidar

I build genuine client relationships and solve supply chain challenges, turning obstacles into meaningful success stories.
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Following up on the billing error, I've dug into the details and am currently ironing out the solution. Could you please confirm [specific detail] to help streamline the process? I'll touch base with you by [date/time] to ensure everything is sorted out smoothly. Thanks a ton for your patience and cooperation—it means a lot!

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Your client is dissatisfied with the resolution. How will you address their concerns effectively?

1

2

3

4

5

6

7

1 Listen Carefully

2 Empathize Sincerely

3 Assess Fairly

4 Offer Solutions

5 Follow Up

6 Maintain Records

7 Here’s what else to consider

Customer Service Management

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Your client is dissatisfied with the resolution. How will you address their concerns effectively?

1

2

3

4

5

6

7

1 Listen Carefully

2 Empathize Sincerely

3 Assess Fairly

4 Offer Solutions

5 Follow Up

6 Maintain Records

7 Here’s what else to consider

Customer Service Management

Rate this article

Thanks for your feedback

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