As has been mentioned, (i) empathy in listening and recognizing why the client is disatisfied, (ii) avoid pointing fingers, (iii) reach the client with a clear solution and a detalied plan on how to solve the problem and get the desired outcome, outlining under which circumstances deviations can occur or would not be possible to get results. Once the plan is being implemented, keep the client informed. It is crucial to maintain the lines always open. In my experience, one of the reasons clients can get upset is not that the outcome was not 100% the expected, but that is was informed when things went bad.

Si l'incident est dû à une erreur de ma part : 1) je laisse le client s'exprimer sans l'interrompre (il a besoin de vider son sac ) 2) je reconnais mon erreur et m'en excuse (sans en faire trop) 3) je propose une solution de "réparation" et/ou je m'engage à ce que cela ne se renouvelle pas

When dealing with an unhappy client, stay calm and listen actively to understand their concerns fully. Start with a genuine apology, acknowledging their frustration without making excuses. Clarify the issue by asking open-ended questions and restating their concerns to ensure alignment. Take responsibility and propose a clear, actionable solution, offering additional gestures like discounts or expedited service if appropriate. Set realistic timelines for resolution and follow through on your commitments. After resolving the issue, follow up to ensure satisfaction and express gratitude for their patience. Use the incident as a learning opportunity to improve processes and prevent future mishaps, demonstrating your commitment to enhance.

I would start by listening actively to the client’s concerns, expressing empathy for their frustration. I’d apologize sincerely for the mishap and reassure them that resolving the issue is a priority. I’d ask clarifying questions to understand the specifics and offer a solution, explaining the steps we’re taking to prevent recurrence. Throughout, I’d maintain a calm, professional demeanor and keep the client updated on progress, ensuring they feel valued and respected.

Para afrontar la insatisfacción de un cliente ante una situación compleja, es fundamental reconocer de inmediato el problema y mostrar empatía ante su experiencia. Al mantener un canal de comunicación constante y ofrecer un plan de acción claro, se reafirma la confianza y se evita que el cliente se sienta desatendido. De esta manera, enfocamos nuestros esfuerzos en la resolución, transmitimos seguridad y fortalecemos la relación con el cliente.

For me, starting with an authentic apology works wonders. Acknowledge their frustration and take responsibility for the mishap. For example: “I completely understand why this has upset you, and I’m truly sorry for the inconvenience caused.” This sets the tone for a productive conversation.

A comunicação é chave para o sucesso !!! A cada passo dado, mostrar detalhes ao cliente de modo que vamos deixa_lo mais tranquilo e relaxado … mesmo com o atraso !!! Demostrar engajamento no serviço ou na entrega do mesmo, existe contra tempos na vida, tem coisas q não nos cabe , mas a comunicação é totalmente dentro da minha linha !!!!

When dealing with an unhappy client after a service mishap, I focus on empathy, solutions, and clear communication. First, I acknowledge their feelings, letting them know I understand why they're upset and assuring them their concerns are taken seriously. Then, I offer solutions instead of excuses, focusing on what can be done to fix the issue and prevent it from happening again. Lastly, I set clear next steps, outlining what the client can expect moving forward and by when, ensuring they feel confident in the resolution process. This approach helps turn negative experiences into opportunities for improvement and strengthened client relationships.

When a dissatisfied customer raises an issue online, we’re addressing not only them but also the audience observing us. First, respond quickly to show commitment, but avoid acting without strategy. An initial message that acknowledges the issue and promises immediate action is key. Then, move the resolution to a private channel, while maintaining transparency and empathy in public. Finally, every interaction should be a learning opportunity: what can we improve in our processes or communication? Resolving online issues isn’t just about fixing—it’s about strengthening reputation.

Hay que ser sincero con el cliente, ofrecerle una solución proporcional al error causado, evidentemente asumir la responsabilidad y no buscar otros culpables.