More Ideas on How to Deal With an Angry Client/Member
Okay, you’ve worked the 6 steps, and now have done all that you can – and your client’s still mad! Well, you may have a tough one, but it’s far from impossible. Here are your next steps:
- Empathize to show that you realize the serious nature of the problem
- Assure the caller that they are talking to the right person and that you will do whatever it takes to help resolve the conflict or interpersonal issue
- Follow through and find someone to help if you can’t solve the issue
- Tell the caller what you can do – not what you can’t do
- Thank the client for bringing this problem to your attention
Watch your effective communication skills grow after you put these thoughts into action. This will also help you with your stress reduction level..which is a good thing!
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Suzanne Mitchell says
Great ideas. There is nothing worse than trying to resolve an issue and feeling the company does not care if you are satisfied or not. It’s possible everything will not be resolved in the way the customer would like but if you make the effort to let the customer know that you do care and do want to make them happy that will go a long way. You get more with sugar than vinegar so to speak. I can think of several businesses that need to work on this issue. Thank you for the tips.
Joyce Weiss says
Thanks Suzanne. It sounds like you are experienced in this area. Please continue to comment on the blog since you have solid ideas!