{"id":27082,"date":"2023-02-27T10:36:19","date_gmt":"2023-02-27T09:36:19","guid":{"rendered":"https:\/\/saf-instant.com\/recettes\/que-repondre-a-un-client-qui-se-plaint-de-la-qualite-dun-produit\/"},"modified":"2023-03-02T07:11:22","modified_gmt":"2023-03-02T06:11:22","slug":"que-repondre-a-un-client-qui-se-plaint-de-la-qualite-dun-produit","status":"publish","type":"post","link":"https:\/\/saf-instant.com\/fr\/boulanger-professionnel\/conseils-business-fr\/business-fr\/que-repondre-a-un-client-qui-se-plaint-de-la-qualite-dun-produit\/","title":{"rendered":"Que r\u00e9pondre \u00e0 un client qui se plaint de la qualit\u00e9 d\u2019un produit ?"},"content":{"rendered":"\t\t
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Home<\/a><\/span><\/span><\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Que r\u00e9pondre \u00e0 un client qui se plaint de la qualit\u00e9 d\u2019un produit ?<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\tSavez-vous qu\u2019un client satisfait dit du bien de vous \u00e0 3 personnes, alors qu\u2019un client m\u00e9content le r\u00e9percute \u00e0 9 personnes ? \r\n \r\nCe constat suffit \u00e0 accorder la plus grande importance aux r\u00e9clamations des clients. Surtout si ces plaintes concernent la qualit\u00e9 de vos produits et si l\u2019un d\u2019entre eux s\u2019est av\u00e9r\u00e9 impropre \u00e0 la consommation. Voici des conseils pr\u00e9cieux pour g\u00e9rer au mieux ces situations d\u00e9licates et m\u00eame, pour en tirer profit pour votre boulangerie. \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Conseil n\u00b01 : \u00e9coutez vraiment votre client ! <\/span><\/h2>\n

Un client qui pense que vous ne l\u2019\u00e9coutez pas, c\u2019est la pire chose qu\u2019il puisse arriver\u202f! Laissez le client s\u2019exprimer et ne vous montrez pas impatient. Ne lui coupez pas la parole et ne r\u00e9pondez pas \u00ab\u202f\u00e0 chaud\u202f\u00bb. <\/p>\n

Lorsque le client a dit ce qu\u2019il avait \u00e0 dire, reformulez les principaux points de son m\u00e9contentement afin de lui montrer qu\u2019il a eu toute votre attention. <\/p>\n

Conseil n\u00b0 2 : restez calme m\u00eame face \u00e0 un client en col\u00e8re <\/span><\/h2>\n

Si votre client est en col\u00e8re ou \u00e9nerv\u00e9, essayez de l\u2019isoler ou de discuter avec lui le plus \u00e0 l\u2019\u00e9cart de vos autres clients. Ne r\u00e9agissez pas aux provocations ou aux menaces. <\/p>\n

Gardez le sourire, ne le contredisez pas, montrez du respect pour ce qu\u2019il vous dit ! <\/p>\n

Conseil n\u00b0 3 : positivez votre \u00e9change <\/span><\/h2>\n

N\u2019h\u00e9sitez pas \u00e0 remercier votre client d\u2019avoir pris le temps de vous exposer son probl\u00e8me. Pensez \u00e0 tous les clients m\u00e9contents qui ne sont pas venus se plaindre et que vous ne reverrez plus. Un client qui vous fait une r\u00e9clamation vous donne l\u2019occasion d\u2019identifier un probl\u00e8me que vous n\u2019aviez peut-\u00eatre pas per\u00e7u et d\u2019am\u00e9liorer ainsi votre service. <\/p>\n

Une plainte permet de rester vigilant, d\u2019am\u00e9liorer ses process de production ou de conservation.\u202f <\/p>\n

Conseil n\u00b0 4 : analysez objectivement le contenu de la r\u00e9clamation <\/span><\/h2>\n

Les plaintes peuvent \u00eatre de deux natures : objectives ou subjectives. Efforcez-vous par des questions pos\u00e9es calmement et sans parti-pris d\u2019approfondir ses motifs profonds. <\/p>\n

Posez pour cela des questions pr\u00e9cises\u202f: pourquoi le produit est-il jug\u00e9 mauvais ou n\u2019a pas r\u00e9pondu aux attentes\u202f? A-t-il rendu quelqu\u2019un malade\u202f? Cela peut en particulier vous permettre d\u2019identifier les ingr\u00e9dients incrimin\u00e9s. Face \u00e0 une plainte subjective, commencez par dire : \u00ab Je comprends que vous… \u00bb, montrant ainsi au client qu\u2019il a raison sans reconna\u00eetre pour autant une erreur de votre part. <\/p>\n

Conseil n\u00b0 5 : apportez une solution et proposez une compensation <\/span><\/h2>\n

En cas de plainte subjective pour une question de go\u00fbt, essayez toujours de trouver une solution qui guidera le client dans ses prochains achats. <\/p>\n

Faites-lui d\u00e9couvrir un produit qui lui correspond mieux et faites-lui d\u00e9guster. En cas de probl\u00e8me r\u00e9el, d\u00e9dramatisez la situation et proposez imm\u00e9diatement une compensation avec un produit offert ou le remboursement du produit incrimin\u00e9. <\/p>\n

Si le client revient au magasin, montrez-lui une attention particuli\u00e8re afin qu\u2019il ressente l\u2019effet positif de sa r\u00e9clamation. Il s\u2019en sentira consid\u00e9r\u00e9 et pourra m\u00eame devenir un ambassadeur de votre boulangerie. <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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Partagez cet article:<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\n\t\t\t\tComment int\u00e9grer le Pain Anniversaire dans votre boulangerie\t\t\t<\/a>\n\t\t<\/h3>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t
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\n\t\t\t\n\t\t\t\tComment bien conserver ses ingr\u00e9dients\u202f?\t\t\t<\/a>\n\t\t<\/h3>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Savez-vous qu\u2019un client satisfait dit du bien de vous \u00e0 3 personnes, alors qu\u2019un client m\u00e9content le r\u00e9percute \u00e0 9 personnes ? <\/p>\n

Ce constat suffit \u00e0 accorder la plus grande importance aux r\u00e9clamations des clients. Surtout si ces plaintes concernent la qualit\u00e9 de vos produits et si l\u2019un d\u2019entre eux s\u2019est av\u00e9r\u00e9 impropre \u00e0 la consommation. Voici des conseils pr\u00e9cieux pour g\u00e9rer au mieux ces situations d\u00e9licates et m\u00eame, pour en tirer profit pour votre boulangerie. <\/p>\n","protected":false},"author":3,"featured_media":25612,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[570],"tags":[],"class_list":["post-27082","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-fr"],"acf":[],"yoast_head":"\nQue r\u00e9pondre \u00e0 un client qui se plaint de la qualit\u00e9 d\u2019un produit ? • Saf-instant\u00ae<\/title>\n<meta name=\"description\" content=\"Savez-vous qu\u2019un client satisfait dit du bien de vous \u00e0 3 personnes, alors qu\u2019un client m\u00e9content le r\u00e9percute \u00e0 9 personnes ?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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