Defusing Negative / Upset Clients

Overview

The purpose of this document is to outline some techniques that can be used when working with a negative or upset client and how to alleviate the situation.

Techniques for Defusing Angry Clients

Keep in mind that sometimes the client just needs to vent. At this point, it’s likely that a logical response or approach may be dismissed due to the client’s highly emotional state. Take the time to LISTEN before working to reach a resolution to the issue.

  1. Get the facts

    • Did the client express the real problem clearly?

    • Make sure you have all of the information needed to assist and find a solution

  2. Don’t deny their anger

  3. Keep your emotions in check

    • Determine the overall objective and concentrate on that

  4. Don’t get defensive and don’t take it personally

    • Remain objective

  5. Look beyond the anger

    • Keep in mind that the client’s anger is most likely stemming from an unknown or outside factor – stress from work, for example.

  6. Be sympathetic

    • Listen and let the client know you understand their concern

  7. Identify potential problems and anticipate potential volatile situations

    • Steer clear of comments that may upset the client further or lead them to believe that you’re not concerned about the issue at hand

    • For example, instead of saying “There’s nothing I can do” take a more positive approach by saying “Let me see what I can do.”

    • For example, if the client will be credited/debited, provide an estimated timeline of when they may expect to see the transaction hit their bank statement.

  8. Stress what you can do, not what you can’t

  9. Try to handle the problem yourself

    • This does not mean do not ask for help!

    • Avoid shuffling the client between departments or handing them over to someone else

    • Ask the client how they would like the problem resolved. Their expectation may be an ‘easier solution’ than what you would have delved into

    • Take ownership of finding a solution to the client’s problem and keep the client informed

  10. Follow through and FOLLOW UP

    • Finding a solution doesn’t always mean the problem was resolved

Keep in Mind: Rude or Demanding Clients

Client who is obnoxious or rude: 
- Stay calm, don’t react
- Be exceptionally nice

Client who is demanding your immediate attention:
- Treat them with respect and concentrate on their needs like any other client
- Stand firm – Let the client know you’re going to do what you can to assist but don’t let them walk all over you

Handling Customer Complaints

  1. LISTEN – Take notes, ask questions to clarify, paraphrase back to the client

  2. Be open

  3. Avoid saying anything that may be interpreted as resistance to help

  4. Identify the problem

  5. Be empathetic

  6. Apologize – Own up to your (or the company’s) own errors

  7. Ask how you can resolve the issue

  8. Be prompt

  9. Keep the client informed if you need to look into something further and let them know a timeline of when they should hear back on the issue

  10. Explain the resolution clearly so the client knows exactly what to expect

  11. Discuss future transactions/processes and how to avoid similar issues from happening again

  12. Say ‘thank you’

  13. FOLLOW UP