Clients Mécontents ? Des Astuces Pour Une Bonne Gestion

En pleine période de technologies et de communications, communiquer justement avec des clients devient paradoxalement compliqué lorsqu’il s’agit de régler un problème avec celui-ci. Certes, le fait de diversifier vos stratégies de communication est bénéfique et redouble l’efficacité de votre entreprise, mais se servir des réseaux sociaux, ou mails pour attirer des clients en laissant de côté l’aspect humain ne sert à rien. Les consommateurs doivent savoir qu’ils sont compris surtout quand ils sont mécontents.

Nous vous proposons à travers ce qui suit, des comportements bénéfiques  pour mieux gérer des clients mécontents.

Etre attentif à l’égard des clients mécontents

Un client mécontent s’attend à ce que vous vous montrez à l’écoute, mais cela ne s’arrête pas là. Il faut aussi que vous compreniez son/ses problème(s) et que vous ayez une solution à cela. Pour essayer de calmer ce genre de client agressif et qui est tout le temps sur la défensive, il est important en tant que collaborateur, de montrer vos intérêts face à son problème et de montrer une certaine envie à l’aider et à résoudre son problème. Il suffit d’une simple phrase pour mettre le client en confiance et le calmer. Par exemple : « parlez-moi de ce que vous avez connu jusqu’ici ». Il y a déjà un climat collaboratif qui s’installe à l’énoncé de cette phrase. Cela vous donnera l’occasion de résoudre rapidement les soucis du client. Vous devez également avoir de l’empathie pour votre client. Montrez justement que vous vous mettez à sa place et que vous le comprenez et que vous résoudrez son problème. Restez serein et calme dès le début. Plus vous l’êtes, plus il y  a des chances d’en finir vite avec un client mécontent. Au cas contraire, il vous harcèlera d’appels car son problème sera resté intact.

Toujours confirmer ce que vous avez cru comprendre

Il demeure primordial de bien comprendre l’intention de son interlocuteur dans une conversation. Si vous êtes à côté de la plaque et qu’en tant qu’agent, vous n’avez pas compris le problème auquel fait face le client, il ne faut pas hésiter à lui poser des questions pour justement éclaircir des points sombres. Faites-le en toute humilité bien évidemment. Si l’interlocuteur s’en rend compte que vous ne captez pas le fond de sa pensée, il sera deux fois plus furieux car il devra se répéter. Il ne vous prendra pas au sérieux et en même temps ce sera une perte de temps pour les deux parties. Donc, il vaut mieux poser des questions pour comprendre clairement le problème et le résoudre rapidement pour qu’il n’y ait plus de clients mécontents.

Gérer les clients mécontents en leur donnant des options

Il est possible de gérer des clients mécontents en leur offrant un choix. Ils sont déjà contrariés et cela ne sert à rien de les rendre davantage mécontents. Par exemple, il ne faut surtout pas les faire patienter, ou renvoyer la balle à un autre agent. Le client devra alors se répéter, ce qui le rendra encore plus grognon. Dans le cas où vous êtes dans l’incapacité de trouver une solution prompt, essayez de trouver d’autres éventualités. Comme le fait de leur proposer le choix entre les rappelés dès que vous trouverez une solution à une heure qui les conviendra, ou encore leur proposer d’attendre le temps que vous régliez ses problèmes.  Le client aura donc le choix. Un récent sondage par Accenture a révélé que 89% des clients démontrent de la frustration quand il s’agit de répéter la cause de leur appel plusieurs fois à plusieurs agents avant que quelqu’un ne daigne les résoudre.

Assurez-vous que vos clients soient satisfaits

Cela ne coûtera absolument rien à vos agents de demander aux clients s’ils ont été satisfaits de d’appel. Cette simple question joue un grand rôle dans la fidélisation de vos clients. Ces derniers, en entendant cette question sauront qu’on prend soin d’eux et tout est mis en œuvre pour leur apporter satisfaction. Vos agents seront par la même occasion motivés et se donneront à fond pour en obtenir un « oui », parce qu’un « oui » fait toujours plaisir.

Pour plus d’informations

La communication et la gestion de différents types de clients, surtout ceux qui ne sont pas satisfaits, relève d’une grande expertise. Procurez-vous d’experts en la matière. Si vous avez besoin d’un prestataire pour cela, vous êtes à la bonne adresse. Contactez-nous au 09 70 71 83 00 ou écrivez-nous sur le site pour plus de détails.

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