Here's how you can handle and resolve customer complaints and issues related to quality effectively.

Active listening is crucial because it reassures the customer that their issue will be acknowledged and resolved, ensuring they feel their complaint is taken seriously.

Extremamente importante esta discussão. O paciente/cliente é o termômetro em tempo real de como os processos estão sendo executados. A escuta ativa permite, sem sombra de dúvidas, excelentes oportunidade de melhorias. Não há melhorias sem mudanças e não há mudanças sem ouvir quem recebe os nossos serviços. Além de ouvir de forma ativa, é necessário efetivamente transformar, remodelar.

1.Listen attentively: Allow customers to express their concerns fully without interruptions. 2.Acknowledge the issue: Let the customer know that you understand their problem and take responsibility. 3.Apologize sincerely: Offer a genuine apology for any inconvenience caused. 4. Investigate promptly: Look into the issue immediately to understand the root cause. 5-Offer a solution: Provide options for resolving the problem, whether it's a refund, replacement, or other forms of compensation. 6. Follow up: After the issue is resolved, follow up with the customer to ensure their satisfaction and to prevent similar problems in the future.

After listening to the customers, we acknowledge their concerns with a smile and try to help as much as we can. If times permit, help the customer through the process until it is resolved

Showing and practicing empathy is not just about words. It’s a lot more about actions. It’s in how you make people feel that someone still cares. You don’t always need grand gestures to show that you empathize. You can express it even in the little things you do.

Compreender a frustração do cliente e demonstrar empatia sincera é o fator decisivo para que o cliente mesmo tendo esta experiência ruim com determinado produto ou serviço da empresa, não desista de continuar comprando estes e outros produtos ou serviços oferecidos. Fazer o cliente sentir que sua reclamação realmente está sendo levada a sério, aliviará as tensões e conflitos que geralmente decorrem destes processos. É altamente positivo mostrar ao cliente qual o caminho será percorrido para a solução do seu problema, já que isto transmitirá a confiança de que a empresa é suficientemente organizada e possui áreas e pessoas responsáveis para sanar problemas que ocorram com seus clientes, sejam eles de qualquer origem.

La empatia es generar importancia hacia los problemas y/o necesidades que tienen los clientes. La empatia se logra poniendose en el lugar de la persona y traducir sus emociones para asi lograr una mayor comprensión del problema y por ende, la resolución de éste.

To solve customer complaints promptly: Immediate Acknowledgment: Acknowledge the complaint as soon as it’s received. Quick Assessment: Quickly assess the issue to understand the problem. Provide Solutions: Offer immediate, feasible solutions or temporary fixes. Escalate if Needed: Escalate the issue to higher authority if necessary for faster resolution. Set Clear Expectations: Inform the customer about the expected timeline for resolution. Follow Through: Ensure the solution is implemented as quickly as possible. Update Regularly: Keep the customer informed about the progress. Prompt resolution demonstrates efficiency and commitment to customer satisfaction.

E fundamental ser transparente com o cliente, e apresentar um plano de ação claro e efetivo para solução do problema. Importante entender também os impactos que o problema gerou para o cliente, e avaliar o que pode ser oferecido como adicional para que de alguma forma o cliente possa ser ressarcido, e principalmente para resgatar a satisfação, expectativas e confiança deste cliente com o produto/empresa.

Após, ouvir seu cliente, entender o caso, ser empático, seja preciso, assertivo e resolva o problema, conquiste seu cliente, faça de uma situação desfavorável se transformar em parceria e uma boa experiência ao seu cliente.

Tão importante quanto o produto é a capacidade da empresa de responder prontamente ao problema encontrado pelo cliente neste mesmo produto. O respeito à dor do cliente trará a contrapartida de seu respeito pela empresa que o fabrica e/ou comercializa. Prontidão em dar a solução do problema e a tomada da responsabilidade pelo erro, só trazem benefícios e mostram honestidade e respeito por parte da empresa para com o cliente que confiou em sua marca e em última análise, nos seus produtos e serviços. As soluções devem ser oferecidas já no primeiro contato, sejam substituições, reembolsos ou reparos, e as ações devem ser imediatas.

Once you've understood and empathized with the customer's issue, it's time to swiftly resolve it. Provide a clear solution or a set of options to rectify the problem, such as replacing a defective product, offering a refund or discount, or providing additional services to compensate for any inconvenience. Quick resolution demonstrates your commitment to quality and customer satisfaction, potentially turning an unsatisfied customer into a loyal advocate for your brand.

Acompanhar as ações para solução do problema e manter o contato com o cliente é fundamental para verificar a eficácia, e para criar um relacionamento mais próximo e de parceria com o cliente. Por meio de um contato efetivo e possível captar inputs importantes que podem contribuir para a melhoria do produto/empresa.

O processo de acompanhamento da solução ou soluções adotadas pela empresa, mais especificamente pelo seu departamento de vendas, através do SAC e do setor de qualidade, é fundamental para que toda a boa impressão obtida no primeiro contato com o cliente não seja perdida e o cliente caia em nova frustração. O acompanhamento da satisfação do cliente antes e depois da resolução do problema é fundamental. Deve-se ainda fazer uma pesquisa de satisfação do cliente pelas ações tomadas pela empresa, desde o conhecimento do problema até sua solução definitiva.

Another important way to follow up after a problem-solving session is to celebrate achievements and recognize participants' contributions. This will help you build trust, rapport and appreciation within your team and foster a positive and supportive culture.

Así como la escucha activa es importante para entender el problema, también es el realizarle el seguimiento a la resolución, para que esa confianza no se pierda y más aún, se pueda fortalecer. La comunicación es fundamental.

After resolving an issue regarding a product delivery delay, I followed up with the customer to ensure their satisfaction with the solution. I sent an email requesting feedback on the resolution process and offered a discount on their next purchase as a goodwill gesture. The customer responded appreciatively, expressing gratitude for our attention to the problem, which strengthened our relationship with them.

Every complaint is a learning opportunity and a vital component of continuous improvement. By using feedback to identify issues in your quality management system, you can pinpoint areas needing attention. Complaints highlight where processes can be optimised, training enhanced, or product features improved.

De los problemas uno siempre aprende, en cualquier ámbito de la vida. La mejora continua es parte de eso, realizar las optimizaciones necesarias del proceso para evitar que se repitan los errores del pasado y así, ser más productivo en un futuro.

The most important step in continuous improvement processes is to focus on what customers want. Whatever the processes and products, one of the main reasons a business would want to make changes to them is customer needs. Therefore, any changes to be made in products or processes must be made taking into account the current needs of the customer.

A melhoria contínua face as reclamações de clientes, começa pela implementação e análise de indicadores específicos divididos por tipo de reclamação, por problema comunicado, linha de produto ou serviço responsável pela anomalia, nível de recorrência, dentre outras. A partir daí, deve ser estabelecida a metodologia de melhoria continuada, para a análise das causas destas anomalias, com a implementação das correções devidas e garantia da prevenção de futuros problemas de qualidade, tudo isso associado ao treinamento de toda a equipe envolvida. Deve-se ainda capacitar continuamente a equipe de atendimento ao cliente, com técnicas de atendimento e encaminhamento da resolução de problemas, com níveis decisórios adequados para maior rapidez.

Cada experiencia que uno vive puede aprender de ella y que mejor manera que dejar registro de los fallos y errores que se cometieron en el proceso para que en un futuro no se vuelvan a repetir. La idea es aprender de los errores pero que no quede solamente en la idea, sino que llevar a cabo dicha mejora y/o corrección.

I don't like too much documentation. But I follow the rule do I need this document or record for further improvement? By documenting each complaint in detail, you can track patterns and trends over time. This tracking is essential for identifying recurring issues that may point to systemic problems within processes or products. Recognizing these patterns allows for proactive measures to be implemented, thereby preventing future complaints and improving overall quality.

Documentation should be marked with proper metadata and should be integrated with the CRM and Ticketing System so that it is easily accessible as and when required.

It is always useful to keep a record and perform trend analyses on customer complaints, device deficiencies, or any other user related issues, even one occurence can help you identify risks or process deficiencies. You also protect your company, since it can lead to legal issues... In some domains, it can be a regulatory requirement. Identify troubles, rootcauses and create instructions and information to your customers is the key to build trust and consolidate your market. Keeping records is the least you can do in product lifetime. Fast troubleshooting is always better than keeping your customers awaiting for an answer, having them complaint to others and destroy your reputation is worst than any other actuon from concurrence.

It may be boring, but getting things registered is still the best way to eliminate an exhausting routine of "reinventing the wheel" all the time.

Customer complaints may also be received via email, letter, distributio network or in other ways. You must contact the complainant and listen carefully, make sure you're well aware of the reasons the customer is dissatisfied and empathize to build the trust. During this process the complainant may be provided with a replacement. Investigate each complaint thoroughly to identify a real root cause and resolution plans. The resolution plan can be immediately implemented or may take some time to realize.In every case the complainant need to be continuously informed to retain the rapport & trust. Tracking and trending of complaints is also crucial for any additional actions that can potentially be implemented as continuous improvement.

1.Regular staff training 2.Empower employees for swift resolutions 3.Use CRM software 4.Clear and consistent complaint policies 5.Foster a customer-centric culture 6.Offer multiple feedback channels 7.Analyze root causes of complaints 8.Recognize effective complaint handling

La communication interne des réclamations reçues est essentielle pour l'amélioration continue et le développement de la culture Qualité de l'entreprise. En effet, la gestion des réclamations est souvent réalisée par le service Qualité, mais l'origine/la source de la réclamation ne l'est pas toujours. La communication des réclamations permet de faire prendre conscience à chaque service de l'impact qu'il peut/doit avoir sur la qualité du produit ou du service.

“Quality” is elusive; we think we understand it until we try to define it. From hospitality and retail, I’ve learned that quality encompasses five axes: reliability, responsiveness, assurance, empathy, and tangibles (look and feel). Using these, we can align departmental metrics. Reliability and responsiveness significantly influence our perception of quality. We've all experienced being on hold with a bank for an hour, resolving the issue in minutes, and then rating the agent highly on an NPS survey. I’ve never been asked about the wait time. However, the lengthy wait time is what truly frustrates me, highlighting a failure in responsiveness.

- Acknowledge the issue and validate the customer’s feelings. This shows that you take the situation seriously. - Define clear #quality #standards for your products or services. Ensure all employees know and understand them. - Regularly train employees on quality standards and procedures to maintain them. - Install #quality #control #processes throughout the production or service chain to detect and correct issues before they reach the customer. - #Analyze customer complaints to identify trends and root causes of issues. Use this information to improve your processes. - Encourage accountability at all levels of the organization and maintain full transparency with customers regarding actions taken to resolve quality issues.