Page 11 - The Compass - Volume 14 Issue 3

TRAINING
by Kelly Robichaud
6 Brilliant Tips for Dealing with Angry Clients

lients get rude or angry for a variety of reasons—some 4. Hit the Mute Button
Cjustified, some not. But since you’re in the home services Let the client vent when they need to. Put your phone on
industry and it’s your primary purpose to serve people, mute (so the client doesn’t hear the background noise in your
you’ll likely encounter rude or angry individuals at one office or use a headset) and just listen. Don’t try to interject
time or another. How you respond can make the difference with a solution or even interrupt with clarifying questions.
between a client who feels satisfied with the resolution and Often, clients are looking to release their frustration. It’s
one who vows never to patronize your business again. not exactly fun to be subject to it—but it’s part of the job.
Here are 6 tips for dealing with even the angriest clients. Giving the client full rein over the conversation for the first
1. There’s Power in a Name few minutes helps him or her get out those frustrations,
It is extremely powerful to continually interject a caller’s blow off some steam, and eventually, be able to focus on
name. Addressing your client with, “I’m sorry ma’am,” for getting to a resolution.
example, sounds a lot more formal—and much less sincere 5. Find a Solution
than, “I’m so sorry, Cheryl.” Once you use a name, you’re Once you understand why the client is unhappy, it is time
suddenly speaking with a real person—a client who has to offer a solution. Ask him what he feels should be done,
a job and a life and a legitimate reason behind his or her or put forward your own fair and realistic answer to the
frustration, rather than a faceless “ma’am.” problem. In most cases, that’s all the client is looking for—
and may result in providing some degree of satisfaction.
Sample phrases: 6. Take a Few Minutes on Your Own
“Cheryl, I’ll get right on that!” After the situation has been resolved and you’re away from
“Cheryl, I’m going to help you get this resolved today.” the client, it’s helpful for you to take your own “time-out.”
Even if you’ve handled the situation in the most professional
“That’s OK, Cheryl—I’m looking up the information now.”
way possible, it’s still a stressful experience. Rather than let
Just be sure when you say their name, to watch your tone. stress linger inside you, take a short walk, treat yourself to
Your client can pick up when you are being sincere or not. a snack, or find someone to talk to who makes you laugh.
2. Smile When You Talk Then, you’ll be ready to once again engage with clients.
Talking to a dissatisfied client will never be easy, but by using

When a client starts yelling or being otherwise rude, there these techniques to put your customers at ease and show them
is nothing to be gained by responding in a similar manner. that you want to help, you’ll get to a resolution much quicker. 
In fact, that will probably escalate hostilities. Maintain
control of yourself, even if the client’s tirade makes you feel Are you short staffed?
like yelling. Donning a pleasant expression immediately
helps your voice convey friendliness and openness. Staying
straight-faced, on the other hand, immediately removes Do you need to HIRE qualified technicians?
that kindness from your voice. You can easily hear more of
a strain—indicating that you don’t really want to be talking
to this person right now (which, no matter how true that Are you sick how long it takes to post to multiple job
may be, isn’t how you should want to come across). boards and sift through emails
You’ll probably feel silly, and in the case of angry clients, to determine which applicant
you might have to fake it—but forcing a smile does wonders is best for your team?
when it comes to calming someone down.
3. Connect with Your Audience
Develop the ability to gauge your audience on the phone
and figure out exactly how to connect with him or her. Your
task-oriented people want to get straight to the point. Your
people-oriented customers, on the other hand, often want to
exchange pleasantries and chit-chat a bit before addressing
the issue.
Beyond behavioral preferences, though, it’s about
picking up on the tone, knowledge, and personality of
the person you’re talking to. Some customers have high HireDimensions can solve your HIRING pains!
technical knowledge; some need high-level explanations. • Professionally branded jobs page & application process
Some need extra reassurance that things are going to be • Easy-to-use hiring portal, ApplicantList.
OK; others don’t want to waste time unless you can offer a • Expert guidance from our team of hiring consultants
solution on the spot. • Post to hundreds of job boards in a few clicks
• Background Checks, Assessments, and more
This kind of mirroring can help you connect better with • No long-term contracts!
your clients; they’ll feel more like you truly understand
what they’re saying—and that will help them be more open
to your assistance. H I R E 800-795-4473
DIMENSIONS Paul Vishnesky, President

THE COMPASS | Issue 3 | 2019 11