Risposte dei clienti arrabbiati
Impara come gestire i reclami dei clienti arrabbiati e rispondere alle loro lamentele in modo professionale. Scopri come mantenere i clienti soddisfatti e come evitare la perdita di profitti. Presentati modelli di risposta ai reclami sui social media e ai lamentele via email.
Ogni azienda ha a che fare con clienti arrabbiati e che si lamentano ogni tanto. Qualunque sia la ragione dell’insoddisfazione del cliente, una risposta adeguata e tempestiva può fare la differenza tra mantenere fedele un cliente frustrato o perdere completamente la propria attività. Considerando che il 95% dei clienti insoddisfatti tende a condividere brutte esperienze con gli altri – personalmente o attraverso i social media/siti di recensioni, sapere come trattare un cliente arrabbiato e come rispondere in modo professionale è un must-have per chiunque lavori su posizioni rivolte al cliente.
Come rispondere ai clienti insoddisfatti
Quando si risponde a un’e-mail di un cliente arrabbiato, ci sono alcuni punti chiave da ricordare e includere nel messaggio:
- Rispondi il prima possibile per evitare di diffondere il passaparola negativo.
- Scusati per l’esperienza negativa del cliente, mostrare empatia e comprensione.
- Assumiti la responsabilità di ciò che la tua azienda ha fatto di sbagliato.
- Fornisci una spiegazione per la situazione, se possibile, e assicurati che non si ripeta.
- Offri un incentivo, uno sconto ragionevole o un rimborso, se opportuno.
- Incoraggia il cliente a rispondere con ulteriori domande, commenti o dubbi.
8 Modelli di e-mail del servizio clienti per rispondere a clienti arrabbiati/che si lamentano
Scrivere una lettera di scuse non è un compito facile. Per gestire senza problemi le frustrazioni e i reclami dei clienti, puoi utilizzare i seguenti modelli di risposta via e-mail per alcuni dei problemi più comuni che possono verificarsi. Non dimenticarti di personalizzare il messaggio. L’invio di un’e-mail generica a un cliente insoddisfatto non aiuterà il tuo caso. L’uso di modelli di risposta al feedback negativo appropriati e personalizzati può aiutare ad ammorbidire una situazione difficile.
Il cliente ha avuto una scarsa esperienza con il servizio
Hi [NAME],
Thank you for reaching out. First, I would like to apologize for your negative service experience with our tech support team.
I want you to know that your complaint and feedback will give us the chance to improve and serve our customers better in future, so I’ve forwarded your complaint to our customer service management team for further investigation.
I can understand how frustrating it must have been [whatever the customer experienced]. Although we strive for 100% customer satisfaction, it’s clear we’ve fallen short in this case, but we’ll do everything we can to make sure this doesn’t happen again.
I‘m sorry once again for your poor experience. Let me know if you have any more questions, comments, or concerns.
Best,
[YOUR SIGNATURE]
Il cliente è insoddisfatto dell’acquisto
Hey [NAME],
Thanks for your email. We’re so sorry to know you were disappointed with our product. Could you please let us know more about why you weren’t satisfied? We’ll do our best to address your concerns.
If the item arrived damaged in any way or not as described – we would be happy to send you a replacement as soon as possible. Or, if you would like to proceed with a refund, then of course we can do that for you right away.
Please let us know how you would like to proceed and our apologies once again for your unpleasant experience.
Kind regards,
[YOUR SIGNATURE]
Gestire un ritardo di consegna
Dear [NAME],
I’m so sorry to learn your order hasn’t arrived. I understand how frustrating this must be for you. We didn’t intend for this to happen, however, due to some unforeseen circumstances, we are experiencing some delays.
I’ve tracked your package via [carrier] and it’s currently listed as [status]. If you’d like to check on its progress, here’s the link you can use: [link]
Please get in touch with me right away if your package has not arrived by [date] by responding to this email. Alternatively, you can call me directly at [number].
Once again, I sincerely apologize for the inconvenience.
Thank you for understanding,[YOUR SIGNATURE]
Il cliente ha ricevuto gli articoli sbagliati
Dear [NAME],
We are very sorry for the mix-up with your order and any inconvenience it has caused. I know a mistake like this can be very upsetting. We always try to do our best to get our orders right 100% of the time, but unfortunately, mistakes can sometimes happen.
We have put your order on priority so the shipment with the correct items is delivered at the earliest. If you’d like to track the package, here’s the link you can use: [link]. If you have any questions in the meantime, feel free to contact me directly.
And we do have one small favor to ask. Could you please return the unwanted items within the next [number] days? There should be an adhesive prepaid return label inside the box.
Thanks for your understanding and cooperation, and once again, we apologize for the error.
Sincerely,
[YOUR SIGNATURE]
Nessuna risposta alla precedente email del cliente
Dear [NAME],
I am sorry for the delay in getting back to you. We are in a tight schedule right now and this has caused the delay. But I totally understand your frustration – your email deserved a timely response.
As you requested, we’ve updated your account settings and informed our tech team about the problem you’re having with your account management page. Please, get in touch with me directly if you experience any further issues on our website, I’ll be happy to help.
Once again, our apologies for the delay in response. We’ll continue to do our best to speed up and improve our customer service delivery.
Regards,
[YOUR SIGNATURE]
Il cliente richiede un’eccezione
Dear [NAME],
I’m so sorry to hear that there were unable to meet the return window for [name of item].
Unfortunately, our company policy clearly states that all returns and exchanges must be made within 30 days after your item has been received. For more information, you can read our full return and exchange policy on our website here: [link].
While we can no longer issue a product exchange, we’d like to make it up to you by offering 10% off your next purchase. Simply use this coupon code [CODE] at checkout.
Once again, I apologize for any inconvenience this may have caused. Please let me know how else I can help.
Best regards,
[YOUR SIGNATURE]
Il cliente ha lasciato una recensione negativa
Hi [NAME],
Thank you for taking the time to give us your feedback. We’re so sorry your experience with [COMPANY] didn’t match your expectations. We’d like to learn more about your specific situation and make things right, if we can.
If you wouldn’t mind giving us a call at [number], it would be greatly appreciated. We look forward to speaking with you and working towards earning back your business.
Regards,
[YOUR SIGNATURE]
Il cliente se ne va
Dear [NAME],
I am really sorry to hear you are leaving us! As much as we’d love to regain your trust and keep you as a customer, I completely understand your frustration and I offer my deepest apologies for any inconvenience we have caused you.
Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future. We wish you all the best with your business.
Sincrely,
[YOUR SIGNATURE]
Padroneggia l’Arte di Gestire i Clienti più Difficili
Topics
- Gestione clienti arrabbiati
- Diffusione della frustrazione del cliente
- Esprimere empatia
Video summary
Gestire un cliente arrabbiato può essere l'aspetto più difficile del servizio clienti. Prima di tutto, ricorda che il cliente non è arrabbiato con te ma con la situazione. Ascolta il cliente e rispondi con empatia, riconoscendo il suo problema. Cerca di diffondere la sua frustrazione prima di tentare di risolvere il problema. Mantieni l'attenzione sul cliente e segui le tue intenzioni positive per risolvere il problema il meglio possibile. Questo aiuterà a disinnescare la tensione e a lavorare verso una soluzione accettabile. Infine, mantenere un atteggiamento di cura e di preoccupazione aiuta a defluire la frustrazione del cliente, permettendo a entrambi di lavorare verso una soluzione accettabile.
[Music] dealing with an upset customer may be the most difficult aspect of customer service hi this is jason how can i help you this afternoon you tell me i'm looking at my new statement and i see that you people have charged me again for the same fees i've been calling about for months now i'm sick and tired of being told that it's handled when pretty clearly it's not that's not easy to even listen to so how do you respond to it in a way that will help first remember that the customer isn't upset with you they're upset with the situation don't take it personally then remind yourself that angry customers often struggle to be objective so before trying to resolve the problem it's important to diffuse the customer's frustration so how do you do that start by allowing the customer to vent it isn't easy and it's really pretty but try not to interrupt or contradict the customer even if you believe they're wrong confrontation will lead to escalation and the goal is to calm the customer down so you can look for a solution i'm so sorry to hear that let me take a look at your account and find out what's going on can you remind me when this started fine the first fee showed up three months ago if you can't fix this i'm going to close the account i completely understand your frustration let me see what i can do to help get this taken care of for you right now listening and responding with empathy helps diffuse the customer's frustration this is one of the quickest ways to de-escalate tension listening with an open mind and expressing your understanding lets your customer know that you acknowledge their problem respond with your positive intent to take action to resolve the problem as best you can keep your focus on the customer and follow through on your desire to help them i'm glad i was able to get that issue taken care of it may take up to 24 hours for your account to show the changes but you shouldn't see any more of these fees in the future thanks for working with me to figure it out i want to apologize again for the inconvenience thanks jason i appreciate your help by removing the focus from yourself and staying focused on understanding and resolving the customer's problem it's easier to stay detached and not get wrapped up in an emotional outburst maintaining an attitude of caring and concern helps to defuse customer frustration allow them to vent as needed listen and respond with empathy you'll never be able to work in customer service without running into angry frustrated customers once in a while but there are ways you can ease the tension and allow you both to work toward an acceptable solution
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Frequently Asked Questions
Cosa dire a un cliente arrabbiato?
Puoi cercare di calmare il cliente e fargli delle domande sul problema per diagnosticarlo e cercare di risolverlo. Non c’è nulla di male nell’essere gentili con il cliente.
Cosa non bisogna dire a un cliente arrabbiato?
Non criticare, biasimare o lamentarti. Non discutere, affermare l’ovvio o cercare di correggere i fatti. Non usare il sarcasmo. Non dare per scontato che il reclamo del cliente sia basato sui fatti.
Come si può identificare un cliente arrabbiato?
Per capire quando un cliente è arrabbiato basta osservare questi cinque segnali rivelatori:1. Usano un linguaggio scurrile (parolacce).2. Sono sarcastici.3. Usano un linguaggio accusatorio.4. Sono conflittuali.5. Utilizzano frasi brevi e spezzettate.
Contatti dell’Help Desk di Egencia
Contatti dell’Help Desk di Egencia: Email: hello@egencia.com, Live Chat sul sito web, Social Media: Instagram, Facebook, Twitter.
Come Stampare i ticket in LiveAgent
LiveAgent consente di stampare i ticket dei clienti per registri fisici o ulteriori indagini. Il processo è semplice e veloce.
How to automatically assign a ticket to agent after reply
Create a rule to automatically assign a ticket to agent after reply. Guide included. Get the most of your Live Agent and develop your business successfully.
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