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Toda empresa tiene que lidiar con clientes quejándose de vez en cuando. Cualquiera sea el motivo de la insatisfacción del cliente, una respuesta adecuada y oportuna puede marcar la diferencia entre mantener leal a un cliente frustrado o perder completamente su negocio. Teniendo en cuenta que el 95% de los clientes insatisfechos tienden a compartir malas experiencias con otros , ya sea personalmente o a través de las redes sociales / sitios de reseñas, saber cómo tratar con los clientes enojados y cómo responder de manera profesional es absolutamente “imprescindible” para cualquiera que trabaje en puestos de cara al cliente.
Cómo responder a los clientes insatisfechos
Al responder a un correo electrónico de un cliente enojado, hay algunos puntos clave que debes recordar e incluir en tu mensaje:
- Responde lo antes posible para evitar difundir el boca a boca negativo.
- Pide disculpas por la experiencia negativa del cliente, muestra empatía y comprensión.
- Asuma la responsabilidad de cualquier cosa que tu empresa haya hecho mal.
- Proporciona una explicación de la situación, si es posible, y asegúrate de que no vuelva a suceder.
- Ofrece algún incentivo, un descuento razonable o un reembolso, según corresponda.
- Anima al cliente a responder con más preguntas, comentarios o inquietudes.
8 plantillas de correo electrónico de servicio al cliente para responder a clientes enojados / quejándose
Para manejar las frustraciones y las quejas de los clientes sin problemas y sin esfuerzo, puedes usar las siguientes plantillas de respuesta por correo electrónico para algunos de los problemas más comunes que pueden ocurrir. Sin embargo, asegúrate de personalizar cada mensaje teniendo en cuenta la situación única de cada cliente.
El cliente tuvo una mala experiencia con tu servicio.
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]
El cliente no está satisfecho con la compra.
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]
Gestionar un retraso en la entrega
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]
El cliente recibió los artículos incorrectos.
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]
No hubo respuesta al correo electrónico anterior 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]
El cliente exige que se haga una excepción.
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]
El cliente dejó una reseña 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]
El cliente se 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]
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Frequently Asked Questions
¿Qué le dices a un cliente enfadado?
Puedes intentar calmar al cliente y hacerle preguntas sobre el problema para diagnosticarlo e intentar solucionarlo. No hay nada malo en ser amable con tu cliente.
¿Qué no debes decir a un cliente enfadado?
No critiques, culpes o te quejes. No discutas, ni digas lo obvio, ni intentes corregir los hechos. No utilices el sarcasmo. No asumas que la queja del cliente se basa en hechos.
¿Cómo puedes identificar a un cliente enfadado?
Puedes saber cuándo un cliente está enfadado si estás atento a estas cinco señales reveladoras: 1. Utilizan un lenguaje soez (palabrotas). 2. Son sarcásticos. 3.Utilizan un lenguaje acusador. 4.Son conflictivos. 5. Utilizan frases cortas y entrecortadas.
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