Here's how you can handle feedback without getting defensive in After-Sales.

In after-sales interactions, handling feedback gracefully is crucial. Remember, feedback, whether positive or negative, is valuable information. When receiving feedback, actively listen to the customer's concerns without interrupting. Empathise with their experience and thank them for sharing their thoughts. Avoid getting defensive and focus on understanding their perspective. Ask clarifying questions if needed. If the feedback is negative, acknowledge the issue and apologise for any inconvenience caused. Offer solutions or propose steps to address the problem. Assure the customer that their feedback is valued and will be used to improve the product or service.

Here's how to receive comments without being defensive in After-Sales: Active listening is essential for thoroughly understanding the client's issues. Recognise their emotions and exhibit empathy. Avoid interrupting and making excuses. Ask clarifying inquiries to get specifics. Thank them for their input and convey your gratitude for their observations. Concentrate on discovering answers and creating changes. Reflect on the input objectively and make the required modifications. Maintain a positive attitude and see comments as a chance to grow and improve client satisfaction.

📌 Here are the three points: 🎯Practice Active Listening: •Focus Fully: Give the customer your undivided attention, showing that you value their input. • Reflect: Paraphrase their concerns to ensure you understand them correctly, which also shows you’re listening actively. 🎯Stay Calm & Open-Minded: • Manage Emotions: Keep your emotions in check, taking deep breaths if needed to maintain composure. • Be Receptive: Approach feedback with an open mind, viewing it as an opportunity for growth rather than a personal attack. 🎯Avoid Interrupting: • Listen Completely: Allow the customer to fully express their thoughts & feelings without interruption. •Pause Before Responding: Take a moment to digest the feedback before responding, defensiveness

1. Being defensive can be detrimental personally as well as professionally as this clouds reason and logic. 2. Be prepared to answer as per your work and activities done with the data and effort exhausted. 3. Seek feedback and note down the points and agree with the same if it seems feasible to you. 4. Take constructive criticism in a better way and work on the same perfectly as per guidance and requirements and ask for suggestions as well. 5. You can document the progress as well and present the same to the person to show your sincerity.

Cada interacción es una oportunidad de retener clientes y generar lealtad. Ya sea por telefono ó en presencial, el cliente tiene una necesidad que tiene que ser resuelta a la brevedad, identificarla es tarea clave en los primeros 4 minutos de la interacción y siempre "poniendonos en sus zapatos" y teniendo en cuenta los alcances de las posibles soluciones a ofrecer.

Treating clients like babies helps🙈. Who else will they turn to if not you? They are helpless and in that moment only you can help. You have to take the onus and hear them. As long as no logical boundaries are breached all is fair play

Critical feedback won't always come wrapped with a bow! Staying calm is KEY to having a productive conversation and really understanding your client's pain points. Active listening, empathy, and a personable attitude will leave your client confident that you can solve their problems.

Sumamente importante mostrar calma y serenidad, al mismo tiempo que se escucha activamente y no perder ningun detalle de la conversación. Cuidar tono de voz, volumen y sobre todo la postura frente a el, viendo directo a los ojos evitando distracciones.

Staying calm is important when someone gives you criticism. Take a deep breath and don’t react quickly. Remember, feedback helps you learn. By staying calm, you can think better and reply nicely. This helps you fix the problem and shows a good image of your company.

Keeping your cool is crucial when dealing with criticism. Take a deep breath and avoid responding impulsively. It's important to remember that feedback isn't a personal attack; it's a chance to learn and improve. Staying calm allows you to think clearly and respond in a thoughtful, professional manner. This not only helps you handle the immediate issue but also strengthens your company's positive image.

Como parte del "cierre" de la interacción, debemos de confirmar con el cliente su "pedido" con frases cortar a manera de resumen, de ninguna forma repasar todo el dialogo.. Esto dara satisfacción que fue escuchado y que la solución será enfocada en su problema.

If any feedback is unclear, ask for clarification. This shows you're engaged and committed to understanding the issue. Clarifying can prevent misunderstandings and defensiveness. Approach the conversation to solve a problem, not to argue, and you'll find constructive dialogue easier to achieve.

When feedback is unclear, asking for clarification is key. This demonstrates your engagement and commitment to fully understanding the issue. By clarifying doubts, you can avoid misunderstandings that could lead to defensiveness. Enter the conversation with the goal of solving a problem, not winning an argument, and you’ll see that constructive dialogue becomes much easier.

You don't have to agree with everything, but recognizing the customer's concerns validates their experience. An acknowledgment can be as simple as saying, "I see where you're coming from," or "Thank you for bringing this to our attention." This builds trust and shows you value their input.

When feedback is valid, it’s important to acknowledge the issues raised. This doesn’t mean agreeing with everything, but recognizing the customer’s concerns validates their experience. A simple acknowledgment like, “I see where you’re coming from,” or “Thank you for bringing this to our attention,” goes a long way. This step is vital for building trust and shows that you value the customer’s input.

This proactive approach shows your commitment to customer satisfaction and willingness to act. Tailor your response to the specific feedback, making it relevant and meaningful. A solution-focused attitude can turn a negative experience into a positive one, demonstrating that your business is responsive and adaptable.

Once you’ve understood the feedback, offering solutions or alternatives is key. This proactive approach shows your commitment to customer satisfaction and your readiness to act. Customize your response to address the specific feedback, making sure it’s relevant and meaningful. A solution-focused strategy can transform a potentially negative experience into a positive one, proving that your business is responsive and adaptable.

If a customer complains after trying your product or service - you know this will be an issue between what you promised them and what they actually received from you. My advice would be to always underpromise and over deliver. I know its tempting to front load and make huge promises to clients but the risks will also increase when you cannot deliver. Secondly, is damage control. Ok, you messed up and they're pissed off at you. Now before you give them a refund and other benefits, I'd suggest coming up with 3 solutions to make it up to them. Then ask the client which solution they prefer and then go and over deliver on that. Managing client expectations = Consistently summarize deliverables over delivery of results