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Toda empresa tem que lidar com clientes irritados e reclamando de vez em quando. Seja qual for o motivo da insatisfação do cliente, uma resposta adequada e oportuna pode fazer a diferença entre manter a fidelidade de um cliente frustrado ou perder completamente o negócio. Considerando que 95% dos clientes insatisfeitos tendem a compartilhar experiências ruins com outras pessoas – seja pessoalmente ou por meio de mídias sociais / sites de avaliação -, saber como lidar com clientes irritados e como responder de forma profissional é uma necessidade absoluta para qualquer pessoa trabalhando em posições que tenham contato com o cliente.
Como responder a clientes insatisfeitos
Ao responder a um email de um cliente irritado, existem alguns pontos-chave para lembrar e incluir em sua mensagem:
- Responda o mais rapidamente possível para evitar espalhar o boca a boca negativo.
- Peça desculpas pela experiência negativa do cliente, mostre empatia e compreensão.
- Assuma a responsabilidade por tudo o que sua empresa possa ter feito de errado.
- Forneça uma explicação para a situação, se possível, e certifique-se de que isso não aconteça novamente.
- Ofereça algum incentivo, um desconto razoável ou reembolso, quando apropriado.
- Incentive o cliente a responder com mais perguntas, comentários ou preocupações.
8 modelos de email de atendimento ao cliente para responder a clientes irritados / reclamando
Para lidar com as frustrações e reclamações dos clientes de maneira tranquila e sem esforço, você pode usar os seguintes modelos de resposta por email para alguns dos problemas mais comuns que podem ocorrer. No entanto, certifique-se de personalizar cada mensagem levando em consideração a situação única de cada cliente.
O cliente teve uma experiência de serviço ruim
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]
O cliente está insatisfeito com a 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]
Lidando com um atraso na 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]
O cliente recebeu os itens errados
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]
Não houve resposta ao email anterior do 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]
O cliente exige uma exceção
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]
O cliente deixou uma avaliação 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]
O cliente está abandonando
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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