{"id":128006,"date":"2022-01-19T14:55:58","date_gmt":"2022-01-19T22:55:58","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=128006"},"modified":"2022-01-19T14:55:58","modified_gmt":"2022-01-19T22:55:58","slug":"como-lidar-com-reclamacao-de-clientes","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/pt-br\/como-lidar-com-reclamacao-de-clientes\/","title":{"rendered":"Como lidar com reclama\u00e7\u00e3o de clientes?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">N\u00e3o importa se voc\u00ea vende servi\u00e7os de <a href=\"http:\/\/pgeletronica.com.br\/produtos\/sucatas-eletronicas\/descarte-de-lixo-eletronico\" target=\"_blank\" rel=\"noopener\">descarte de lixo eletr\u00f4nico<\/a> ou artigos de luxo, se deseja saber como lidar com a reclama\u00e7\u00e3o de clientes insatisfeitos, continue a leitura deste artigo e saiba mais sobre o tema.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Geralmente quando nos propomos a fazer algo, nos preparamos com anteced\u00eancia, com o vestibular \u00e9 assim, para aprender a dirigir e at\u00e9 mesmo quando beb\u00eas antes de caminhar testamos a for\u00e7a das pernas ficando em p\u00e9.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A verdade \u00e9 que por mais que nos preparemos, nunca estaremos 100% prontos, e com a gest\u00e3o de um neg\u00f3cio n\u00e3o \u00e9 diferente, s\u00e3o muitas vari\u00e1veis envolvidas e quando se trata de relacionamento com o cliente as coisas podem ficar ainda mais complexas.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2>Como lidar com reclama\u00e7\u00e3o de clientes?<\/h2>\n<h3>1. Ou\u00e7a, de verdade, o que ele tem a dizer<\/h3>\n<p><span style=\"font-weight: 400;\">Mesmo que j\u00e1 tenha acabado o tempo de \u201co cliente tem sempre raz\u00e3o\u201d, n\u00e3o significa que voc\u00ea n\u00e3o deve dar a devida aten\u00e7\u00e3o e, de fato, ouvir o que ele tem a dizer para ent\u00e3o definir se ele est\u00e1 sendo justo nas suas demandas ou se trata de uma reclama\u00e7\u00e3o infundada.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Independente da raz\u00e3o da queixa, \u00e9 preciso trat\u00e1-la com seriedade e respeito mesmo que ele tenha adquirido um produto simples como, por exemplo, uma<\/span> <a href=\"http:\/\/buchasdemetal.com.br\" target=\"_blank\" rel=\"noopener\">bucha de nylon<\/a><span style=\"font-weight: 400;\">. Afinal, de uma forma ou de outra, a confian\u00e7a daquele cliente foi quebrada e a condu\u00e7\u00e3o da situa\u00e7\u00e3o pode minimizar os efeitos ou agravar ainda mais a insatisfa\u00e7\u00e3o dele.<\/span><\/p>\n<p style=\"padding-left: 40px;\"><span style=\"color: #ff9900;\"><strong>&gt;&gt;&gt;<\/strong><\/span> <strong><a href=\"https:\/\/usqa.questionpro.com\/blog\/pt-br\/como-lidar-com-a-insatisfacao-do-cliente-realizando-pesquisas-de-satisfacao\/\" target=\"_blank\" rel=\"noopener\"><em>Como lidar com a insatisfa\u00e7\u00e3o do cliente realizando pesquisas de satisfa\u00e7\u00e3o.<\/em><\/a><\/strong><\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"font-weight: 400;\">2. Agrade\u00e7a<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Parece meio estranho, mas \u00e9 preciso lembrar que se a pessoa se deu ao trabalho de reclamar para voc\u00ea, por mais desagrad\u00e1vel que a situa\u00e7\u00e3o seja, significa que ela est\u00e1 disposta a trabalhar por uma solu\u00e7\u00e3o. Mas mais importante que isso, essa pessoa est\u00e1 demonstrando que se importa e est\u00e1 possibilitando uma nova chance para sua empresa acertar.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Vamos ser sinceros, se voc\u00ea comprar um<\/span> <a href=\"http:\/\/plasticosclassic.com.br\/pote-biodegradavel\" target=\"_blank\" rel=\"noopener\">pote biodegrad\u00e1vel<\/a><span style=\"font-weight: 400;\"> que \u00e9 entregue com defeito, quais as probabilidades de voc\u00ea reclamar? \u00c9 um processo trabalhoso do qual a maioria das pessoas desiste antes mesmo de come\u00e7ar.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">E isso \u00e9 um problema s\u00e9rio para qualquer empresa, pois esse \u00e9 um cliente que nunca mais comprar\u00e1 novamente, al\u00e9m de fazer propaganda negativa a qualquer oportunidade que tiver. Portanto, se um cliente reclamar, aproveite a oportunidade para descobrir onde e como melhorar.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"font-weight: 400;\">3. Avalie a situa\u00e7\u00e3o<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Antes de qualquer atitude, verifique as informa\u00e7\u00f5es que o cliente informou e apure se o que ele est\u00e1 alegando \u00e9 real, infelizmente h\u00e1 pessoas mal intencionadas em qualquer ambiente e voc\u00ea precisa proteger sua empresa de eventuais golpes, por exemplo.<\/span><\/p>\n<p style=\"padding-left: 40px;\"><span style=\"color: #ff9900;\"><strong>&gt;&gt;&gt;<\/strong><\/span> <a href=\"https:\/\/usqa.questionpro.com\/blog\/pt-br\/pesquisa-de-satisfacao-de-cliente\/\" target=\"_blank\" rel=\"noopener\"><strong><em>Qual \u00e9 a melhor plataforma de pesquisa de satisfa\u00e7\u00e3o de cliente?<\/em><\/strong><\/a><\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"font-weight: 400;\">4. Pe\u00e7a desculpas e ofere\u00e7a uma solu\u00e7\u00e3o para as reclama\u00e7\u00e3o de clientes<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Identificando que sua empresa falhou, chegou a hora de agir com humildade e pedir desculpas, n\u00e3o tente colocar a culpa pelo ocorrido em terceiros, afinal foi sua empresa que se comprometeu com aquele cliente.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Explique o que aconteceu e ent\u00e3o ofere\u00e7a uma alternativa para a solu\u00e7\u00e3o como substitui\u00e7\u00e3o do produto, cr\u00e9dito ou at\u00e9 mesmo desconto para novas compras. Lembre-se da import\u00e2ncia de agir conforme as determina\u00e7\u00f5es do c\u00f3digo de defesa do consumidor.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Procure sempre ir al\u00e9m das expectativas, fa\u00e7a mais do que o m\u00ednimo e isso vai ajudar a elevar o n\u00edvel de satisfa\u00e7\u00e3o dos clientes bem como reverter situa\u00e7\u00f5es pontuais de clientes insatisfeitos.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Entender que lidar com clientes insatisfeitos faz parte do neg\u00f3cio ajuda a enfrentar essas situa\u00e7\u00f5es com mais naturalidade e possivelmente vai ajudar a encontrar boas solu\u00e7\u00f5es.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<div class=\"entry__content\">\n<p><strong><a href=\"http:\/\/solucoesindustriais.com.br\/\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"wp-image-121559 alignleft\" src=\"https:\/\/usqa.questionpro.com\/blog\/wp-content\/uploads\/2021\/07\/Solucs-1.png\" alt=\"import\u00e2ncia de realizar uma pesquisa de satisfa\u00e7\u00e3o\u00a0\" width=\"171\" height=\"171\" \/><\/a><\/strong><\/p>\n<p><strong>Autor convidado:<\/strong><\/p>\n<p><strong><a href=\"http:\/\/solucoesindustriais.com.br\/\" target=\"_blank\" rel=\"noopener\">Solu\u00e7\u00f5es Industriais<\/a><\/strong>, empresa de Marketing de B2B.<\/p>\n<p>Voc\u00ea tamb\u00e9m pode colaborar com o blog da QuestionPro.\u00a0<a href=\"https:\/\/www.questionpro.com\/pt-br\/colaboradores.html\" target=\"_blank\" rel=\"noopener\">Saiba como!<\/a><\/p>\n<\/div>\n<div id=\"related_posts\" class=\"related_posts\">\n<div class=\"related_posts_heading\"><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>N\u00e3o importa se voc\u00ea vende servi\u00e7os de descarte de lixo eletr\u00f4nico ou artigos de luxo, se deseja saber como lidar [&hellip;]<\/p>\n","protected":false},"author":40,"featured_media":128007,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[256,212,217,214],"tags":[],"class_list":{"0":"post-128006","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-artigos-de-parceiros","8":"category-pesquisa-de-satisfacao","9":"category-produtos-questionpro","10":"category-software-de-pesquisa","11":"entry"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Como lidar com reclama\u00e7\u00e3o de clientes? | QuestionPro<\/title>\n<meta name=\"description\" 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