¿CÓMO TRATAR LAS QUEJAS? - Handling a Complainer

The video tutorial discusses strategies for handling complaints effectively. It emphasizes the importance of showing empathy and offering solutions, especially when dealing with clients. For workplace complaints, it suggests showing empathy but also considering ignoring persistent complaints to reduce their occurrence. The tutorial highlights a psychological principle that behavior rewarded is repeated, thus advising not to reward unproductive complaints.

What is the first step in dealing with complaints from clients?

• Ignore the complaint

• Offer a discount

• Change the subject

• Show empathy and acknowledge their concern

When dealing with complaints from colleagues, what might be a necessary approach if empathy and solutions don't work?

• Escalate the issue to management

• Ignore the complaints

• Change your work environment

• Offer a financial incentive

Why might ignoring complaints be an effective strategy?

• It makes the complainer more persistent

• It is a sign of weakness

• It shows you are not interested

• It prevents the complainer from getting attention

What is a key psychological insight about behavior and rewards?

• Behavior that is punished is repeated

• Behavior that is rewarded is repeated

• Behavior that is observed is repeated

• Behavior that is ignored is repeated

What happens when complaints are not rewarded?

• They become more aggressive

• They increase in frequency

• They begin to disappear

• They remain the same