Cuando un cliente está descontento con un servicio que ya ha recibido, es complejo traerlo de vuelta del “lado oscuro de la fuerza”.
Si eres emprendedor, es muy probable que te encuentres con una situación de este tipo. Si aún no lo has hecho, lo harás. Es normal, todo empresario que consiga tener una dosis aceptable de éxito tendrá que luchar contra este tipo de situaciones.
Pero… ¿cómo puedo recuperar a un cliente insatisfecho?... la respuesta, como casi siempre, no está sujeta a una ciencia exacta. No obstante, te traemos tres principios que te guiaran cuando te sientas perdido:
Paciencia
“Dar cera, pulir cera”. A veces tu cliente sólo necesita liberar tensión. No te digo que la solución sea convertirte en un sparring humano pero permitir que los clientes liberen algo de tensión puede ser productivo. Si tienes una solución (incluso aunque sea muy evidente) permite primero a tu cliente explicarte la situación. Darle una respuesta demasiado rápido podría ser contraproducente. A veces sólo necesitan ser escuchados. La empatía y la paciencia son fundamentales para recuperar a un cliente insatisfecho.
Amabilidad
Debes ser amable y agradable y, como la mujer del César, también debes parecerlo. No solo tus palabras deben ser amables, también debe serlo tu lenguaje corporal, el tono de tu voz y tu predisposición general.
Profesionalidad
Una vez que conoces la situación de tu cliente, es el momento de que muestres que eres un buen profesional. Ofrece al cliente todas las alternativas que tiene para resolver la situación, de este modo el cliente tomará parte en la resolución del problema y sentirá mayor satisfacción al poder elegir.
Imagen de cabecera: Torbakhopper
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