{"id":14706,"date":"2026-10-05T12:30:00","date_gmt":"2026-10-05T09:30:00","guid":{"rendered":"https:\/\/optimacall.ro\/"},"modified":"2026-10-05T12:46:08","modified_gmt":"2026-10-05T09:46:08","slug":"quejas-de-los-clientes-fidelizacion-experiencia-del-cliente","status":"publish","type":"post","link":"https:\/\/optimacall.ro\/es\/quejas-de-los-clientes-fidelizacion-experiencia-del-cliente\/","title":{"rendered":"C\u00f3mo convertir las reclamaciones de los clientes en oportunidades de retenci\u00f3n"},"content":{"rendered":"<style>.elementor-14706 .elementor-element.elementor-element-3b7846b2{--display:flex;--flex-direction:column;--container-widget-width:100%;--container-widget-height:initial;--container-widget-flex-grow:0;--container-widget-align-self:initial;--flex-wrap-mobile:wrap;}.elementor-14706 .elementor-element.elementor-element-3b7846b2.e-con{--flex-grow:0;--flex-shrink:0;}.elementor-widget-image .widget-image-caption{color:var( --e-global-color-text );font-family:var( 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data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-29bf5f65 elementor-widget elementor-widget-image\" data-id=\"29bf5f65\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1280\" height=\"640\" src=\"https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/10\/From-Complaint-to-Customer-Loyalty-1.webp\" class=\"attachment-full size-full wp-image-14708\" alt=\"From Complaint to Customer Loyalty\" srcset=\"https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/10\/From-Complaint-to-Customer-Loyalty-1.webp 1280w, https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/10\/From-Complaint-to-Customer-Loyalty-1-300x150.webp 300w, https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/10\/From-Complaint-to-Customer-Loyalty-1-1024x512.webp 1024w, https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/10\/From-Complaint-to-Customer-Loyalty-1-768x384.webp 768w, https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/10\/From-Complaint-to-Customer-Loyalty-1-18x9.webp 18w\" sizes=\"(max-width: 1280px) 100vw, 1280px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-494e4381 elementor-widget elementor-widget-heading\" data-id=\"494e4381\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Cum transformi reclama\u021biile clien\u021bilor \u00een oportunit\u0103\u021bi de reten\u021bie<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-201a468c elementor-widget elementor-widget-text-editor\" data-id=\"201a468c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<article class=\"text-token-text-primary w-full focus:outline-none [--shadow-height:45px] has-data-writing-block:pointer-events-none has-data-writing-block:-mt-(--shadow-height) has-data-writing-block:pt-(--shadow-height) [&amp;:has([data-writing-block])&gt;*]:pointer-events-auto [content-visibility:auto] supports-[content-visibility:auto]:[contain-intrinsic-size:auto_100lvh] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]\" dir=\"auto\" tabindex=\"-1\" data-turn-id=\"request-WEB:bdda029b-38a9-4e09-9b35-70d152f44a85-9\" data-testid=\"conversation-turn-2\" data-scroll-anchor=\"true\" data-turn=\"assistant\"><div class=\"text-base my-auto mx-auto pb-10 [--thread-content-margin:--spacing(4)] @w-sm\/main:[--thread-content-margin:--spacing(6)] @w-lg\/main:[--thread-content-margin:--spacing(16)] px-(--thread-content-margin)\"><div class=\"[--thread-content-max-width:40rem] @w-lg\/main:[--thread-content-max-width:48rem] mx-auto max-w-(--thread-content-max-width) flex-1 group\/turn-messages focus-visible:outline-hidden relative flex w-full min-w-0 flex-col agent-turn\" tabindex=\"-1\"><div class=\"flex max-w-full flex-col grow\"><div class=\"min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal [.text-message+&amp;]:mt-1\" dir=\"auto\" data-message-author-role=\"assistant\" data-message-id=\"1430b252-4cf6-4ada-9d69-aa3e42b8a5fc\" data-message-model-slug=\"gpt-5-1\"><div class=\"flex w-full flex-col gap-1 empty:hidden first:pt-[1px]\"><div class=\"markdown prose dark:prose-invert w-full break-words light markdown-new-styling\"><div class=\"container\"><div id=\"model-response-message-contentr_40c695300dc5281c\" class=\"markdown markdown-main-panel enable-updated-hr-color\" dir=\"ltr\" aria-live=\"polite\" aria-busy=\"false\"><p>\u00cen orice business care lucreaz\u0103 direct cu clien\u021bii, reclama\u021biile vor exista. Un produs poate s\u0103 nu func\u021bioneze cum era a\u0219teptat, o informa\u021bie poate fi neclar\u0103, un proces poate dura prea mult sau pur \u0219i simplu experien\u021ba oferit\u0103 poate s\u0103 nu corespund\u0103 a\u0219tept\u0103rilor. Diferen\u021ba apare \u00een ceea ce face compania dup\u0103 ce clientul spune c\u0103 exist\u0103 o problem\u0103. Pentru un Contact Center, reclama\u021bia nu este doar o solicitare care trebuie \u00eenchis\u0103, ci un moment \u00een care rela\u021bia cu acel client poate fi protejat\u0103 sau, dimpotriv\u0103, deteriorat\u0103 \u0219i mai mult. De aceea, <strong>gestionarea reclama\u021biilor poate deveni o component\u0103 important\u0103 a reten\u021biei<\/strong>, f\u0103r\u0103 s\u0103 presupunem c\u0103 orice client nemul\u021bumit poate fi automat convins s\u0103 r\u0103m\u00e2n\u0103.<\/p><h2>O reclama\u021bie nu \u00eenseamn\u0103 automat un client pierdut<\/h2><p>Atunci c\u00e2nd un client alege s\u0103 contacteze compania, ofer\u0103 \u00een acela\u0219i timp o informa\u021bie \u0219i o \u0219ans\u0103 de interven\u021bie. Spune ce nu a func\u021bionat \u0219i, de cele mai multe ori, a\u0219teapt\u0103 s\u0103 vad\u0103 ce se \u00eent\u00e2mpl\u0103 mai departe. \u00cen acest punct, obiectivul nu ar trebui s\u0103 fie doar \u201e\u00eenchiderea reclama\u021biei\u201d, ci \u00een\u021belegerea situa\u021biei \u0219i stabilirea unei solu\u021bii potrivite. Un client poate fi nemul\u021bumit de problema ini\u021bial\u0103, dar experien\u021ba pe care o are \u00een momentul \u00een care cere ajutor influen\u021beaz\u0103 \u0219i percep\u021bia asupra companiei. O conversa\u021bie clar\u0103, calm\u0103 \u0219i orientat\u0103 c\u0103tre rezolvare nu \u0219terge ceea ce s-a \u00eent\u00e2mplat, dar poate ar\u0103ta c\u0103 problema este tratat\u0103 cu seriozitate.<\/p><h2>Ascultarea \u0219i empatia trebuie s\u0103 duc\u0103 la o solu\u021bie<\/h2><p>Ascultarea activ\u0103 este important\u0103 tocmai pentru c\u0103 ajut\u0103 consultantul s\u0103 \u00een\u021beleag\u0103 problema real\u0103, nu doar prima formulare a clientului. \u00centreb\u0103rile potrivite, clarific\u0103rile \u0219i aten\u021bia acordat\u0103 contextului pot reduce tensiunea \u0219i pot evita o rezolvare bazat\u0103 pe presupuneri. Empatia completeaz\u0103 acest proces, dar nu ar trebui confundat\u0103 cu simple formule politicoase. Clientul are nevoie s\u0103 simt\u0103 c\u0103 situa\u021bia lui a fost \u00een\u021beleas\u0103 \u0219i, mai ales, s\u0103 \u0219tie ce poate fi f\u0103cut concret. De aceea, o conversa\u021bie bun\u0103 combin\u0103 empatia cu informa\u021bii clare: ce s-a \u00eent\u00e2mplat, ce solu\u021bie este disponibil\u0103, care sunt urm\u0103torii pa\u0219i \u0219i ce poate a\u0219tepta realist clientul. La fel de important este s\u0103 nu fie f\u0103cute promisiuni care nu pot fi respectate. \u00cencrederea se reconstruie\u0219te mai greu atunci c\u00e2nd o problem\u0103 ini\u021bial\u0103 este urmat\u0103 de o promisiune nerespectat\u0103.<\/p><h2>Rezolvarea problemei nu este \u00eentotdeauna ultimul pas<\/h2><p>\u00cen anumite situa\u021bii, un follow-up poate avea sens dup\u0103 solu\u021bionarea reclama\u021biei. Poate fi o confirmare c\u0103 problema a fost rezolvat\u0103, o actualizare promis\u0103 anterior sau pur \u0219i simplu verificarea faptului c\u0103 nu mai exist\u0103 un blocaj. Nu fiecare reclama\u021bie are nevoie de un nou contact, iar acest pas trebuie adaptat contextului, \u00eens\u0103 atunci c\u00e2nd este relevant transmite un mesaj simplu: solicitarea nu a fost tratat\u0103 doar ca un tichet care trebuia \u00eenchis. Pentru opera\u021biunile de reten\u021bie, acest lucru este important deoarece rela\u021bia cu clientul se construie\u0219te din mai multe interac\u021biuni, nu dintr-un singur moment. <a href=\"https:\/\/optimacall.ro\/servicii\/\">Optima include reten\u021bia \u00een portofoliul s\u0103u de servicii<\/a> de customer interaction, al\u0103turi de customer support, telesales \u0219i alte procese care urm\u0103resc rela\u021bia pe termen mai lung cu clientul.\u00a0<\/p><h2>Reclama\u021biile pot ar\u0103ta unde trebuie \u00eembun\u0103t\u0103\u021bit businessul<\/h2><p>Valoarea reclama\u021biilor nu se opre\u0219te la conversa\u021bia individual\u0103. Dac\u0103 aceea\u0219i problem\u0103 apare frecvent, merit\u0103 analizat dac\u0103 exist\u0103 o cauz\u0103 comun\u0103: o etap\u0103 complicat\u0103 \u00eentr-un proces, o informa\u021bie neclar\u0103, o problem\u0103 tehnic\u0103 sau o diferen\u021b\u0103 \u00eentre ceea ce clientul se a\u0219teapt\u0103 s\u0103 primeasc\u0103 \u0219i ceea ce se \u00eent\u00e2mpl\u0103 \u00een realitate. Standardul <a href=\"https:\/\/www.iso.org\/standard\/71580.html\">ISO 10002<\/a> pentru gestionarea reclama\u021biilor trateaz\u0103 tocmai analiza \u0219i evaluarea acestora ca parte a \u00eembun\u0103t\u0103\u021birii produselor \u0219i serviciilor; edi\u021bia 2018 r\u0103m\u00e2ne versiunea curent\u0103, confirmat\u0103 de ISO \u00een 2023. Pentru Contact Center, acest lucru \u00eenseamn\u0103 c\u0103 feedbackul trebuie s\u0103 poat\u0103 circula mai departe, c\u0103tre echipele care pot ac\u021biona asupra cauzei. Atunci c\u00e2nd oamenii, procesele \u0219i tehnologia lucreaz\u0103 \u00eempreun\u0103, reclama\u021bia nu mai este doar un moment dificil de gestionat, ci poate deveni o surs\u0103 de informa\u021bie pentru o experien\u021b\u0103 mai bun\u0103.<\/p><h2>Reten\u021bia \u00eencepe cu modul \u00een care r\u0103spunzi c\u00e2nd lucrurile nu merg bine<\/h2><p>Nu orice reclama\u021bie se va transforma \u00eentr-o poveste de succes \u0219i nu orice client va r\u0103m\u00e2ne. Dar fiecare astfel de interac\u021biune ofer\u0103 companiei ocazia s\u0103 arate cum reac\u021bioneaz\u0103 atunci c\u00e2nd experien\u021ba nu a fost cea a\u0219teptat\u0103. Ascultarea, empatia, o solu\u021bie realist\u0103, respectarea angajamentelor \u0219i analiza problemelor recurente pot proteja rela\u021bia cu clientul \u0219i, \u00een acela\u0219i timp, pot ajuta businessul s\u0103 reduc\u0103 apari\u021bia acelora\u0219i situa\u021bii \u00een viitor. Pentru Optima, reten\u021bia face parte dintr-o abordare mai larg\u0103 a Customer Experience: tehnologia poate organiza informa\u021bia \u0219i sus\u021bine procesele, dar oamenii sunt cei care dau context conversa\u021biei \u0219i construiesc \u00eencrederea atunci c\u00e2nd clientul are cea mai mare nevoie de ea.\u00a0<\/p><p><strong>Vrei s\u0103 construie\u0219ti o experien\u021b\u0103 de customer support care sus\u021bine rela\u021bia cu clien\u021bii \u0219i atunci c\u00e2nd apar probleme? <a href=\"https:\/\/optimacall.ro\/contact-optima\/\">Programeaz\u0103 o discu\u021bie cu Optima<\/a>.<\/strong><\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/article>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-69abfeed e-grid e-con-boxed e-con e-child\" data-id=\"69abfeed\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t<div 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256z\"><\/path><\/svg>\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4cf70cb elementor-widget__width-initial elementor-view-default elementor-invisible elementor-widget elementor-widget-icon\" data-id=\"4cf70cb\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInRight&quot;}\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<a class=\"elementor-icon elementor-animation-shrink\" href=\"https:\/\/www.linkedin.com\/company\/optima---call-for-excellence\/\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-linkedin\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 32H31.9C14.3 32 0 46.5 0 64.3v383.4C0 465.5 14.3 480 31.9 480H416c17.6 0 32-14.5 32-32.3V64.3c0-17.8-14.4-32.3-32-32.3zM135.4 416H69V202.2h66.5V416zm-33.2-243c-21.3 0-38.5-17.3-38.5-38.5S80.9 96 102.2 96c21.2 0 38.5 17.3 38.5 38.5 0 21.3-17.2 38.5-38.5 38.5zm282.1 243h-66.4V312c0-24.8-.5-56.7-34.5-56.7-34.6 0-39.9 27-39.9 54.9V416h-66.4V202.2h63.7v29.2h.9c8.9-16.8 30.6-34.5 62.9-34.5 67.2 0 79.7 44.3 79.7 101.9V416z\"><\/path><\/svg>\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-72f61950 elementor-absolute elementor-view-default elementor-invisible elementor-widget elementor-widget-icon\" data-id=\"72f61950\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_position&quot;:&quot;absolute&quot;,&quot;_animation&quot;:&quot;fadeInRight&quot;}\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<a class=\"elementor-icon\" href=\"https:\/\/www.instagram.com\/optima_solutions_services\/\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-instagram\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M224.1 141c-63.6 0-114.9 51.3-114.9 114.9s51.3 114.9 114.9 114.9S339 319.5 339 255.9 287.7 141 224.1 141zm0 189.6c-41.1 0-74.7-33.5-74.7-74.7s33.5-74.7 74.7-74.7 74.7 33.5 74.7 74.7-33.6 74.7-74.7 74.7zm146.4-194.3c0 14.9-12 26.8-26.8 26.8-14.9 0-26.8-12-26.8-26.8s12-26.8 26.8-26.8 26.8 12 26.8 26.8zm76.1 27.2c-1.7-35.9-9.9-67.7-36.2-93.9-26.2-26.2-58-34.4-93.9-36.2-37-2.1-147.9-2.1-184.9 0-35.8 1.7-67.6 9.9-93.9 36.1s-34.4 58-36.2 93.9c-2.1 37-2.1 147.9 0 184.9 1.7 35.9 9.9 67.7 36.2 93.9s58 34.4 93.9 36.2c37 2.1 147.9 2.1 184.9 0 35.9-1.7 67.7-9.9 93.9-36.2 26.2-26.2 34.4-58 36.2-93.9 2.1-37 2.1-147.8 0-184.8zM398.8 388c-7.8 19.6-22.9 34.7-42.6 42.6-29.5 11.7-99.5 9-132.1 9s-102.7 2.6-132.1-9c-19.6-7.8-34.7-22.9-42.6-42.6-11.7-29.5-9-99.5-9-132.1s-2.6-102.7 9-132.1c7.8-19.6 22.9-34.7 42.6-42.6 29.5-11.7 99.5-9 132.1-9s102.7-2.6 132.1 9c19.6 7.8 34.7 22.9 42.6 42.6 11.7 29.5 9 99.5 9 132.1s2.7 102.7-9 132.1z\"><\/path><\/svg>\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-475f6b4b elementor-absolute elementor-view-default elementor-invisible elementor-widget elementor-widget-icon\" data-id=\"475f6b4b\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_position&quot;:&quot;absolute&quot;,&quot;_animation&quot;:&quot;fadeInRight&quot;}\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<a class=\"elementor-icon\" href=\"https:\/\/www.tiktok.com\/@optimacall\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-tiktok\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M448,209.91a210.06,210.06,0,0,1-122.77-39.25V349.38A162.55,162.55,0,1,1,185,188.31V278.2a74.62,74.62,0,1,0,52.23,71.18V0l88,0a121.18,121.18,0,0,0,1.86,22.17h0A122.18,122.18,0,0,0,381,102.39a121.43,121.43,0,0,0,67,20.14Z\"><\/path><\/svg>\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6acc786d elementor-widget elementor-widget-button\" data-id=\"6acc786d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/optimacall.ro\/contact-optima\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-comments\" viewBox=\"0 0 576 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M532 386.2c27.5-27.1 44-61.1 44-98.2 0-80-76.5-146.1-176.2-157.9C368.3 72.5 294.3 32 208 32 93.1 32 0 103.6 0 192c0 37 16.5 71 44 98.2-15.3 30.7-37.3 54.5-37.7 54.9-6.3 6.7-8.1 16.5-4.4 25 3.6 8.5 12 14 21.2 14 53.5 0 96.7-20.2 125.2-38.8 9.2 2.1 18.7 3.7 28.4 4.9C208.1 407.6 281.8 448 368 448c20.8 0 40.8-2.4 59.8-6.8C456.3 459.7 499.4 480 553 480c9.2 0 17.5-5.5 21.2-14 3.6-8.5 1.9-18.3-4.4-25-.4-.3-22.5-24.1-37.8-54.8zm-392.8-92.3L122.1 305c-14.1 9.1-28.5 16.3-43.1 21.4 2.7-4.7 5.4-9.7 8-14.8l15.5-31.1L77.7 256C64.2 242.6 48 220.7 48 192c0-60.7 73.3-112 160-112s160 51.3 160 112-73.3 112-160 112c-16.5 0-33-1.9-49-5.6l-19.8-4.5zM498.3 352l-24.7 24.4 15.5 31.1c2.6 5.1 5.3 10.1 8 14.8-14.6-5.1-29-12.3-43.1-21.4l-17.1-11.1-19.9 4.6c-16 3.7-32.5 5.6-49 5.6-54 0-102.2-20.1-131.3-49.7C338 339.5 416 272.9 416 192c0-3.4-.4-6.7-.7-10C479.7 196.5 528 238.8 528 288c0 28.7-16.2 50.6-29.7 64z\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Contacteaz\u0103-ne<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3eb1f22b elementor-widget elementor-widget-button\" data-id=\"3eb1f22b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/optimacall.ro\/en\/career\/%20\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-hand-point-right\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M428.8 137.6h-86.177a115.52 115.52 0 0 0 2.176-22.4c0-47.914-35.072-83.2-92-83.2-45.314 0-57.002 48.537-75.707 78.784-7.735 12.413-16.994 23.317-25.851 33.253l-.131.146-.129.148C135.662 161.807 127.764 168 120.8 168h-2.679c-5.747-4.952-13.536-8-22.12-8H32c-17.673 0-32 12.894-32 28.8v230.4C0 435.106 14.327 448 32 448h64c8.584 0 16.373-3.048 22.12-8h2.679c28.688 0 67.137 40 127.2 40h21.299c62.542 0 98.8-38.658 99.94-91.145 12.482-17.813 18.491-40.785 15.985-62.791A93.148 93.148 0 0 0 393.152 304H428.8c45.435 0 83.2-37.584 83.2-83.2 0-45.099-38.101-83.2-83.2-83.2zm0 118.4h-91.026c12.837 14.669 14.415 42.825-4.95 61.05 11.227 19.646 1.687 45.624-12.925 53.625 6.524 39.128-10.076 61.325-50.6 61.325H248c-45.491 0-77.21-35.913-120-39.676V215.571c25.239-2.964 42.966-21.222 59.075-39.596 11.275-12.65 21.725-25.3 30.799-39.875C232.355 112.712 244.006 80 252.8 80c23.375 0 44 8.8 44 35.2 0 35.2-26.4 53.075-26.4 70.4h158.4c18.425 0 35.2 16.5 35.2 35.2 0 18.975-16.225 35.2-35.2 35.2zM88 384c0 13.255-10.745 24-24 24s-24-10.745-24-24 10.745-24 24-24 24 10.745 24 24z\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Hai s\u0103 ne cunoa\u0219tem!<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p class=\"translation-block\">En cualquier negocio que trabaja directamente con clientes, las reclamaciones son inevitables. Un producto puede no funcionar como se esperaba, una informaci\u00f3n puede no estar clara, un proceso puede prolongarse demasiado o, simplemente, la experiencia ofrecida puede no cumplir las expectativas. La diferencia est\u00e1 en lo que hace la empresa despu\u00e9s de que el cliente comunica que existe un problema. Para un Contact Center, una reclamaci\u00f3n no es solo una solicitud que debe cerrarse, sino un momento en el que la relaci\u00f3n con ese cliente puede protegerse o, por el contrario, deteriorarse a\u00fan m\u00e1s. Por eso, <strong>la gesti\u00f3n de reclamaciones puede convertirse en una parte importante de la retenci\u00f3n de clientes<\/strong>, sin asumir que cualquier cliente insatisfecho podr\u00e1 ser convencido autom\u00e1ticamente para quedarse.<\/p>","protected":false},"author":9,"featured_media":14708,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[112,113,114,115],"class_list":["post-14706","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized-ro","tag-customer-experience-managers","tag-customer-service-managers","tag-operations-managers","tag-responsabili-retention-si-decidenti-b2b"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6 (Yoast SEO v27.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Cum gestionezi reclama\u021biile pentru a sus\u021bine reten\u021bia clien\u021bilor<\/title>\n<meta name=\"description\" content=\"O reclama\u021bie nu \u00eenseamn\u0103 automat un client pierdut. 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