How would you address a dissatisfied client's concerns about the quality of service provided?

Acredito que a escuta ativa seja a principal ferramenta que gera conexão entre e cliente e a "empresa", efetuando uma esculta ativa conseguimos obter informações que transforma o nosso atendimento em uma mais humanizado, gerando vinculo com o cliente.

Acknowledge and Apologize: sincerely acknowledge their dissatisfaction and apologize for the inconvenience it caused. Let them know you hear them and take their concerns seriously. Actively Listen: Let the client explain their concerns in detail. Listen attentively without interrupting and ask clarifying questions to fully understand the situation.

I agree. Oftentimes, we get carried away with trying to resolve the complaints as fast as possible, and move on to the next call. Again, many agents 'listen' but not actively, going on to assume what best fits the customer's needs. In a previous role, I encountered an irate customer who had called to complain about her defective Final Expense Policy. She complained that rather than listen, the agent had not only interrupted, assuring her that it was a common issue but also went on to encourage her to get yet another policy without properly explaining how it works or why the former one became 'defective'. Why did she call me? She wanted to terminate her existing policies and institute legal action!

Hace unos meses, trabajaba en la venta de productos cárnicos y un cliente se quejó porque la mercancía no cumplía con los estándares de frescura esperados. Escuché sus preocupaciones y agradecí el feedback. Tras investigar, descubrí que el problema se debía a un retraso en la cadena de suministro. Le ofrecí una disculpa sincera y varias soluciones: Reemplazo del Producto: Enviar un nuevo lote de carne, garantizando frescura y calidad, sin costo adicional. Descuento en Futuras Compras: Un descuento significativo en su próxima compra. El cliente optó por el descuento en futuros pedidos. Coordiné personalmente el siguiente envío realizando el descuento que habíamos acordado y le envié sin cargo varias referencias nuevas. ¡Quedó encantado!

No doubt, providing tailored solutions to customer issues and complaints is crucial for building brand trust and loyalty, yet it can be a challenging task for customer service reps to accomplish, especially when they are overwhelmed with a high volume of calls and have KPIs to meet or lack active listening skills. However, with the right training and mindset, it can become a key differentiator for businesses that want to stand out from the competition. I always recommend putting yourself in the customer's shoes. Imagine how nerve racking it would prove if you made several unsuccessful efforts to get quality service.