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Difficult client
HILKA KLINKENBURG
Dear Hilka,
An angry client storms into your office and starts screaming (literally) at you and making a scene. Everyone in your office turns to stare, including another one of your clients who just walked in. How do you handle this situation?
Taken Aback
Dear Taken Aback,
DEALING with difficult clients, especially when they are creating a scene, is never easy. Neither fleeing the scene nor responding in kind is particularly effective.
The first step, especially when you have an audience, is to retain your composure and not take it personally. That's easy to say, more difficult to apply. When under assault, breathing helps. Your colleagues and other clients maybe curious, but your professional demeanour will allay their concerns.
To begin to calm down the irate client, start by acknowledging his anger. Then assure him that you are there to help him resolve his concerns. Calmly but firmly insist on stepping into a private office or conference room where you will attend to his concerns.
Be careful not to touch him; someone who is angry can perceive sudden movements and touch as aggressive gestures on your part. Have all calls and interruptions put on hold.
Once in the privacy of your office, listen. Use phrases like "Tell me... " to get to the source of the frustrations. Paraphrase with comments like "What I'm hearing is... " to be sure that what you think you hear is what the client is actually saying.
Conflict can easily become exacerbated when we misunderstand what someone who is emotionally upset is trying to communicate. Be careful about trying to jolly the person along. Judicious use of humour can help, but it can also fuel the irritation.
When you are both in agreement about the problem, ask the client what action he would like taken. Don't jump in and start offering your own solutions because they may not resolve the problem in his mind or, as often happens, you give away much more than necessary to appease the person.
If his solution is not doable for you, let him know and ask what other solutions would be possible.
Only after you have exhausted all his solutions, should you consider making your own recommendations, phrased in the form of a question beginning with "How would you feel about ... " "Have you tried/considered ... " or "Is... an option?"
Be specific about any follow-up action you've decided upon together. A generic "we'll take care of it," is seldom sufficiently reassuring.
It is a good idea to write down the action plan in front of the person to assure him that it won't be forgotten the moment he is out the door. Then, be sure that you follow through and keep him apprised of the developments.
If all else fails, refer the client to a more senior person. Sometimes, being passed on to someone with more authority can work wonders in calming the person down.
Once you've attended to the irate client, don't forget to get back to the other one who witnessed the fracas so that you can allay any doubts or concerns that he may have suddenly developed.
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