clients

How to Deal With an Angry Client

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Angry_Cat

Have you ever been faced with an angry customer or client? No matter what, it’s probably going to be tense and stressful. But you can make the situation less upsetting if you’re prepared. You need to know how to handle angry clients, mitigate their anger, and resolve the situation (if possible).

Follow these steps:

  1. Stay calm. Even if your clients are angry or yelling, don’t respond in kind. Take a deep breath, control your emotions, and keep a pleasant look on your face.
  2. Don’t take it personally. It’s hard not to get upset when clients are yelling at you and possibly criticizing something that you’ve worked hard on. But try to remember that even though you’re doing quality work, people often have different opinions about how things should be done. It’s not a reflection on you or your skills.
  3. Listen. When people are angry, they need to vent. They need to express why they’re angry and feel like they’re being heard. So listen to what your clients are saying. Don’t interrupt, cross your arms, or look impatient. Make eye contact, nod as your clients are speaking, and give them the opportunity to fully explain why they’re angry.
  4. Be sympathetic and apologize. After your clients have had the chance to express their feelings, show some sympathy. Tell them that you can understand why they’re unhappy. And then, even if it’s not your fault, apologize. Tell your clients that you’re sorry that they experienced this situation.
  5. Figure out a solution. Focus on what will make your clients happy and what you can do to make them pleased and satisfied. Ask your clients to be specific about what they think should be done. Remember to stay calm and positive. You might not be able to resolve the situation right away, but tell your clients that you’re going to make an effort to make things better.
  6. Take a break. After dealing with angry clients, you’ll probably feel physically and emotionally drained. So talk to a friendly coworker, take a short walk, or make yourself a cup of tea. Allow yourself a few minutes to relax and regroup.

 

Newtek. (2013, August 2). 7 steps for dealing with angry customers. Forbes. Retrieved from: https://www.forbes.com/sites/thesba/2013/08/02/7-steps-for-dealing-with-angry-customers/#6725c5b66d27

 

How to Redirect an Uncomfortable Conversation

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Uncomfortable_Conversation

Chatting with clients and coworkers is great. Most of the time, it’s fun and interesting. You get to hear about the wacky things that people did over the weekend. You can learn about cool new movies that are currently streaming on Netflix. And, most importantly, you can strengthen your bond with them, and create a more friendly and cohesive work environment.

But have you ever gotten stuck in an uncomfortable conversation and you can’t figure out how to make it stop? Maybe you have a coworker who is always complaining about things at length. Or maybe your coworker won’t stop bragging about his or her awesome accomplishments. It’s awkward and painful, and you just want it to end. But you can’t figure out how to extricate yourself from the conversation without offending the other person – so it goes on and on.

Well suffer no more! According to author Sue Shellenbarger, you can end your pain by redirecting your coworker and transforming the uncomfortable conversation into something positive. She offers the following suggestions:

If your coworker won’t stop complaining…

  • Try to get your coworker to stop talking about the problem and start thinking about possible solutions. Ask your coworker, “What do you think would make this situation better?”
  • If that doesn’t work, try to steer the conversation in a more positive direction by asking your coworker questions about things that are going well in his or her life right now.

If your coworker won’t stop bragging…

  • Compliment your coworker on his or her accomplishments.
  • Then try to change the subject – possibly by sharing some information about yourself and what’s going on in your life.

If your coworker is being argumentative…

  • Remain calm and ask thoughtful questions.
  • Try to diffuse the tension by finding humor in the fact that your opinions are so different.
  • Try to find common ground.
  • If things get too heated, end the conversation and walk away until you’ve both had time to cool down and regain perspective.

 

Shellenbarger. S. (2018, May 28). How to save that conversation you can’t escape. The Wall Street Journal. Retrieved from: https://www.wsj.com/articles/how-to-save-that-conversation-you-cant-escape-1527516002

 

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