{"id":1930,"date":"2021-03-22T12:06:07","date_gmt":"2021-03-22T11:06:07","guid":{"rendered":"https:\/\/mstholdingblog.com\/?p=1930"},"modified":"2023-06-06T16:55:53","modified_gmt":"2023-06-06T14:55:53","slug":"gestion-de-clientes-insatisfechos-sector-contact-center","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/blog\/gestion-de-clientes-insatisfechos-sector-contact-center\/","title":{"rendered":"Consejos para gestionar los clientes insatisfechos en el sector Contact Center"},"content":{"rendered":"<h2>Mejores consejos para gestionar con los clientes insatisfechos en el sector Contact Center<\/h2>\n<p>\u00bfC\u00f3mo gestionas una llamada con un cliente insatisfecho? En este art\u00edculo te mostraremos consejos para gestionar con clientes insatisfechos. Para paliar con estos distintos tipos de clientes es esencial tener en cuenta que, por lo general, son llamadas que pueden ser algo tensas.\u00a0<\/p>\n<p>\u00a1As\u00ed que estate atento!<\/p>\n<p>Tambi\u00e9n puede interesarte los canales con los que los clientes <a href=\"https:\/\/mstholdingblog.com\/2021\/01\/15\/preferencias-de-los-clientes-para-contactar-con-un-servicio-de-atencion-al-cliente\/\" target=\"_blank\" rel=\"noopener\">prefieren contactar contigo.<\/a><\/p>\n<h3>1. Empatizar con el cliente<\/h3>\n<p>Uno de los consejos para gestionar con clientes insatisfechos es tener en cuenta que cada cliente tiene una sensibilidad distinta y<b>\u00a0pueden reaccionar de muchas maneras.\u00a0<\/b>Por lo tanto, tratar de empatizar y tener claras sus preferencias se convierte en algo esencial.<\/p>\n<p>Si bien podr\u00edamos encontrarnos con clientes visiblemente enfadados, tambi\u00e9n podr\u00edamos dar con clientes que se sienten desconcertados e inseguros. O, con clientes que son extremadamente habladores.<\/p>\n<p>Todos ellos son clientes que pueden llegar a presentar algunas dificultades a la hora de atenderlos.\u00a0La clave est\u00e1 en<strong>\u00a0pensar c\u00f3mo les gustar\u00eda ser tratados<\/strong>, y dejar de lado todo lo dem\u00e1s.<\/p>\n<p>Tener la capacidad de detectar las preferencias de los clientes a trav\u00e9s de su lenguaje y forma de expresarse (tono, muletillas, sonidos\u2026) nos ayudar\u00e1 a comunicarnos de una manera adecuada y adaptada a cada cliente.<\/p>\n<h3><span id=\"2-_Reducir_la_intensidad_de_la_conversacion\">2. Reducir la intensidad de la conversaci\u00f3n\u00a0<\/span><\/h3>\n<p>Como es comprensible, cuando un cliente nos llama con dudas o algo nervioso, es muy habitual que inconscientemente se comience a alzar el\u00a0tono de voz.\u00a0Reducir esa intensidad parece sencillo, pero no lo es. Se trata de comenzar\u00a0<strong>progresivamente a bajar el tono<\/strong>\u00a0de voz y de lenguaje.<\/p>\n<p>Comprobar\u00e1, en la mayor\u00eda de casos, que\u00a0<strong>los clientes siguen su ejemplo<\/strong>\u00a0y logra que se tranquilicen gradualmente, as\u00ed como su nivel de ansiedad o estr\u00e9s disminuye, afectando positiva y directamente en el agente.<\/p>\n<p>Otras t\u00e9cnicas muy similares con el objetivo de\u00a0disminuir el nivel de estr\u00e9s del cliente\u00a0es demostrarle que comprende el problema, que se involucra, con frases como \u201c<strong><em>entiendo por qu\u00e9 esto resulta dif\u00edcil para usted<\/em><\/strong>\u201d o \u201c<em>lo ayudaremos a resolver este problema\u201d<\/em>.<\/p>\n<h3><span id=\"3-_Redirigir_la_situacion\">3. Redirigir la situaci\u00f3n\u00a0<\/span><\/h3>\n<p>En este tipo de situaciones es bastante normal que el cliente presente una actitud m\u00e1s tensa de lo normal, por lo tanto una buena estrategia radica en ser capaces de redirigir la situaci\u00f3n para no propiciar esa tensi\u00f3n en la llamada.<\/p>\n<p>Una buena estrategia a seguir en estos casos, podr\u00eda ser dar un peque\u00f1o paso atr\u00e1s, conseguir un \u201cbreak\u201d de<strong>\u00a010 segundos que permita al agente centrarse, mirar sus notas y reflexionar\u00a0<\/strong>sobre lo ocurrido \u00bfqu\u00e9 era lo que el cliente estaba pidiendo?<\/p>\n<p>Esto es especialmente valioso para los Call Center que siguen unos scripts estrictos.\u00a0Ser\u00eda muy interesante adem\u00e1s, en la medida de lo que fuese posible, que el propio Call Center tuviera alg\u00fan m\u00e9todo de monitoreo por asesores expertos donde poder ofrecer ayuda r\u00e1pida en estos casos.<\/p>\n<h3><span id=\"4-_Replantear_la_situacion_de_una_forma_positiva\">4. Replantear la situaci\u00f3n de una forma positiva\u00a0<\/span><\/h3>\n<p>Debemos intentar replantear la situaci\u00f3n que tenemos delante tratando de darle un cariz positivo. \u201c<em>No puedo hacer eso<\/em>\u201d o \u201c<em>no hay nada que yo pueda hacer<\/em>\u201d son ejemplos de frases que un agente debe\u00a0<strong>evitar decir<\/strong>\u00a0a sus clientes, sea la situaci\u00f3n que sea.<\/p>\n<p>Abordar una llamada de un cliente de forma negativa a sus dudas o preguntas, har\u00e1 que crea que no est\u00e1 hablando con el agente indicado y solicite escalar la llamada a t\u00e9cnicos superiores.<\/p>\n<p>En todo caso, lo que el agente s\u00ed puede decir a los clientes es que<strong>\u00a0har\u00e1 lo que est\u00e9 en su mano y en todo caso, de resultar insuficiente, pasar\u00e1 la llamada a ingenieros<\/strong>\u00a0de m\u00e1s rango para que puedan hacer esto por ellos.<\/p>\n<p>Para que esto se produzca, es cierto que el Call Center debe permitir cierta flexibilidad en las respuestas que puede dar un agente para que, de esta forma, la conversaci\u00f3n fluya mucho mejor.<\/p>\n<p>\u00bfCrees que estos consejos pueden ser \u00fatiles?<\/p>\n<p>Sigue nuestra cuenta en\u00a0<a href=\"https:\/\/www.linkedin.com\/company\/ealicia-com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Linkedin<\/a>\u00a0para estar al d\u00eda de todo.<\/p>\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Mejores consejos para gestionar con los clientes insatisfechos en el sector Contact Center \u00bfC\u00f3mo gestionas una llamada con un cliente insatisfecho? En este art\u00edculo te mostraremos consejos para gestionar con clientes insatisfechos. Para paliar con estos distintos tipos de clientes es esencial tener en cuenta que, por lo general, son llamadas que pueden ser algo [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":1936,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3],"tags":[25,39],"class_list":["post-1930","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticias","tag-call-center","tag-telemarketing"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\r\n<title>Consejos para gestionar con clientes insatisfechos - MST Holding<\/title>\r\n<meta name=\"description\" content=\"consejos para gestionar clientes insatisfechos en el sector Contact Center. 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