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Come gestire i reclami dei clienti

Come gestire i reclami dei clienti

Quindi come gestisci un cliente arrabbiato (reclamo del cliente)? Un buon primo passo è rendersi conto che la maggior parte delle volte il cliente si sente emotivo a causa di vari fattori psicologici che sono al di fuori del loro controllo. Comprenderli è il primo passo verso la risoluzione dei loro problemi. Prenditi del tempo per calmarti e poi usa i seguenti suggerimenti per trasformare un cliente arrabbiato in un cliente felice.

Ricorda che il motivo principale per cui sei lì è dare ai tuoi clienti ciò che vogliono in modo che possano andarsene soddisfatti. A causa della natura umana, tuttavia, ci saranno sempre momenti in cui il cliente non è soddisfatto o viene infastidito in un modo o nell’altro.

In questi casi, la tua risposta è tutto. Può far calmare il tuo cliente, essere soddisfatto e andarsene felice, oppure può fargli decidere che è l’ultima volta che avrà a che fare con la tua attività.

1. Do not lose your calm

This is the most underrated step toward dealing with a customer complaint (angry customer). You’re not going to be much help to the customers if you’re angry yourself. You can only begin to approach their problem with clear and calm communication to find a solution.

It’s very easy to get annoyed when a customer gets angry. Anger is such a natural emotion, and it’s very easy to fall prey to. However, you need to do everything in your power to control it and not let it take advantage of you.

Say a customer starts shouting, for example.

At first, you might take it personally and be defensive. Perhaps, you want to tell the customer how wrong they are to talk to you like that, or how hard you work. The anger can dwell inside of you.

During such times, a good move is to take a deep breath and take the time to actually listen to the customer. Try to understand what they’re saying. Behind all of those angry words is a message of the frustration and struggle the customer is dealing with. Perhaps, it has become so bad that they have found themselves taking it out on you.

The customer is a human, and understanding that little fact is the first step toward remaining calm in light of whatever they say to you while they are angry. Now that doesn’t mean you have to tolerate their behavior, but at least when you’re calm, you can smoothly escalate the manner to your manager. It’s hard for their anger to escalate when it is met with unperturbed calmness.

2. Be a good listener

Behind all angry rants is a desire to be heard; to be listened to. When you pay attention to the customer and what they are actually saying, you will start to hear the message behind all of those angry words.

What, exactly, is making the customer so angry? Is it a matter that can be resolved? If it is, then you can do more than just try to get the customer to calm down. You can take the steps toward solving their issue for them. Solving their problem will make them a lot more satisfied. When you do all of this calmly and politely, the customer will walk away feeling heard and helped and probably more than a little ashamed about their outburst. They might even be the ones to apologize to you!

3. Reflect the customer’s words back at them

A good trick you can use when listening to the customer is to repeat what they say back at them. This helps you to make sure you totally understand what message they’re trying to convey. You can’t make any assumptions here. Try paraphrasing what they’re saying and ask them if that’s what they mean.

“Correct me if I’m wrong, but is this what you’re saying?” – a good starter, before paraphrasing what they’re saying back to them.

Once you know you’re on the same page, it’s much easier to solve their issues. They’ll also feel heard.

4. Understand where the customer is coming from

When we’re angry, we’re rarely perfectly rational. We work according to some kind of mental heuristic at the time. We stop to objectively consider the facts at hand and resort to our own emotions to tell us how to deal with the situation. These emotions are determined by the problem, our mental state, and the particular situation we are in at the time. This is our effect, and it is like our internal mental algorithm that has been conditioned by past experience to react to situations in a particular way.

A customer might be angry about something because they’ve been in a similar situation before, and they never got any assistance. Thus, they might expect the same kind of treatment. A good approach would be to politely ask them why they’re angry so you can get at the bottom of the issue. Once you understand the cause of the anger, it’s much easier to solve their problem. Again, active listening is important here.


5. Thank the customer for informing you about the issue

When a customer is angry, you want to build rapport with them with HR software as quickly as possible. One effective way to do this is to thank them for raising the issue. Acknowledge their patience with you as you solve the issue and thank them for taking their time to tell you about it. It makes them realize that you’re on the same team here, and they tend to dial down the aggression. This is another great trick to resolve customer complaints, which I found really helpful while working for a writing service.


In definitiva, prevale la regola che il cliente ha sempre ragione. Cerca di capirli e trova un modo per risolvere amichevolmente il reclamo del cliente. Sii sempre sincero con il cliente e non fare promesse che non puoi mantenere. Non solo risolverai il loro problema, ma potresti scoprire che un cliente arrabbiato che è andato via soddisfatto alla fine tende ad essere il più fedele di tutti.

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Frequently asked questions

Come si gestisce un reclamo del cliente?

Comprenderli è il primo passo per risolvere i loro problemi. Prenditi del tempo per calmarti e poi usa i seguenti suggerimenti per trasformare un cliente arrabbiato in un cliente felice: mantieni la calma, ascolta, rifletti sulle parole del cliente, mostra empatia e ringrazia il cliente per averti informato del problema.

Quali sono i reclami più comuni dei clienti?

I motivi per cui i clienti possono lamentarsi sono molteplici. Tuttavia, i reclami più comuni riguardano solitamente prodotti/servizi di bassa qualità, personale irrispettoso e lunghe attese in attesa.

Come mantenere la calma quando il cliente si lamenta?

In questi momenti, una buona mossa è quella di fare un respiro profondo e prendersi il tempo per ascoltare davvero il cliente. Cerca di capire cosa sta dicendo. Dietro a tutte quelle parole arrabbiate c’è un messaggio di frustrazione e di lotta che il cliente sta affrontando. Forse la situazione è diventata così grave che il cliente si è sfogato su di te.

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