Veja como você pode gerenciar efetivamente o feedback negativo de um cliente.

1. Acknowledge you messed up 2. Dig deep (e.g. 5 WHYs framework) 3. Fix it ASAP - don't wait on it If you do the 3 above, you'll create powerful relationships

Em toda relação humana é necessário praticar a escuta ativa. Isso se aplica também aos feedbacks negativos recebidos de seus clientes. Escute com atenção e tente entender os motivos que levaram aquele sentimento do cliente, analise se as críticas fazem sentido do ponto de vista da oferta e da experiência do cliente, tente se desprender da visão de dono mantendo o orgulho e a autodefesa longe desta análise.

A resolução de feedbacks negativos é feita de maneira empática e estruturando as opções de soluções com base no descrito pelo cliente. Alguns perguntas a serem analisadas. O cliente entende que você está se convertendo em solução? Tenho conhecimentos técnicos suficientes para suprir às demandas do cliente? A uma assistência técnica para a verificação das situações apontadas pelo cliente? O cliente está disposto a receber a ajuda necessária para resolução do problema apresentado?

Negative feedback is a driver of success. It is crucial to listen carefully and find a subtext. Actual feedback is usually hidden under the emotions, caused by imperfection. To read between the lines, I can recommend asking additional questions (if it is impossible, try asking yourself) - Why is it important? What have you expected from this? What do you think we could improve?

When receiving negative feedback from a client, it's important to listen attentively without interrupting and show respect for their perspective. Avoid the urge to immediately defend your product or service. Acknowledge their concerns and demonstrate a willingness to understand their point of view. By approaching the situation with openness and empathy, you can de-escalate tension and create a constructive dialogue to address the feedback and find solutions that meet the client's needs.

Negative feedback (and your mental reaction) is not a conflict, but you can deal with it similarly. I think, one of the best ways to avoid unnecessary emotions is looking at the situation from the third party. There are two sides - you and your client/colleague/partner. Both of you have opinions and arguments. But what is in between?

When faced with negative feedback from a client, it's crucial to maintain a calm and professional demeanor. Avoid reacting emotionally, as this can escalate the situation. Take a moment to center yourself, focus on the feedback, and address the issue thoughtfully. By staying composed, you can handle the feedback more effectively, show the client that their concerns are valued, and work towards finding a resolution that satisfies both parties.

Negative feedback propels success. Listen attentively to uncover the true message, as real feedback is often veiled by emotions from imperfections.

Being told that either yourself or someone in your organisation has had a negative impact on a client is hard to hear. But this is the time to remove any emotion from the situation, regardless of what you may think in the first instance. A client may be emotionally charged at the impact that this has had on their business, but meeting fire with fire will not end well from my experience. Even when a client may present anger, this is the time to remain calm, dig deeper into the impact and work towards the next step on fixing the issue, and most importantly fixing it together.

In the era of AI, you can easily use it as your personal assistant. If you struggle with making up the points from feedback received, ask chat gpt! What's the main problem? What's in between the lines? What's the main risk? As a rule, you can't rely on AI decision making, but! From my experience, every time you flip the coin, you know which side you hope for. The same is true here - even the basic idea can help you come up with a plan.

After listening to the client's feedback, take the time to analyze it thoroughly. Determine if it's an isolated incident or part of a larger pattern. Assess the validity of the points raised and compare them with your own data and experiences. This analysis will help you identify specific actions to enhance your product or service and proactively address any recurring issues. By leveraging feedback effectively, you can continuously improve and enhance the client experience.

After receiving client feedback, analyze it carefully. Determine if it's an isolated case or part of a larger trend. Validate the points raised by comparing them with your own data and experiences. This analysis will help you identify actions to improve your product or service and address any recurring issues. Effectively leveraging feedback allows for continuous improvement and a better client experience.

After analyzing the feedback, communicate proposed solutions to the client clearly. Outline steps to address their concerns and provide a realistic timeline for implementation. If some feedback is not actionable, explain why and offer alternative solutions where possible. Transparent communication demonstrates that their input is valued, rebuilding trust and showing your commitment to continuous improvement based on client feedback.

To handle negative feedback from a client, focus on communicating solutions. First, listen carefully to their concerns without interrupting, showing you value their input. Acknowledge the issue and apologize if needed. Then, explain the steps you'll take to fix the problem and give them a timeline. Keep the client updated regularly. By clearly communicating your solutions and showing you're committed to fixing their issues, you can turn a negative situation into a positive one and build a stronger relationship with your client.

Following up with a client after addressing their concerns is crucial in managing negative feedback. It shows commitment to excellent service and allows you to gauge the effectiveness of your response. By checking in, you can ensure that the solutions implemented have resolved their issues or if further action is needed. Consistent follow-up can potentially turn a dissatisfied client into a loyal advocate for your business, showcasing your dedication to customer satisfaction.