Quando o cliente tem ou não razão?

The first step to a good relationship with the customer is to understand him. For this, it is necessary to listen to your client, let him speak and understand the motivation of his speech. Always confirm what you understand about the request and pay close attention to the non-verbal language.

When the customer is not right

There are many customers who act abusively and make unwarranted claims. But even if he is not right, it is important to hear the claims with professionalism.

• Listen to
• Explain why the claim is incorrect.
• The rules should be clear and followed by everyone.

For situations like this, it is essential that the team is prepared and trained. Show knowledge:

• Maintain respect and the possibility of dialogue.
• Help the customer to understand ("educate" the customer)
• Seek customer satisfaction
• Learn to say "no

When the customer is right

In such a situation, it is important to recognize the mistake and correct it immediately:

• Apologize on behalf of the company, if necessary.
• Provide a solution

A complaint from the customer provides the company with opportunities:

• Opportunity to improve
• Opportunity to show that it can solve problems