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How to deal with difficult clients

Some people say it’s “part of the job” but dealing with difficult clients is not something that you’d hope to deal with very often.

Mind Tools have given us 7 steps on how to deal with unhappy / difficult clients.

We thought this was something that you’d want to see and an article we can all learn from.

In brief the stages are:

Step 1: Adjust your Mindset

It is said that before you approach any situation you need to ensure that you are in the correct mindset.

You may not always believe that what the customer is saying is right; however you have to put your professional face on and be willing to hear what the customer is saying because at the end of the day they are paying for your service.

Step 2: Listen Actively

Be sure to take everything in your client is saying, even if you don’t agree with it.

Step 3: Repeat their concerns

To show the client you have been listening to everything they’ve been saying, ensure you use their concerns in your responses.

This could help ease some of the tension.

Step 4: Be empathetic and apologise

Always ensure you apologise, even if it isn’t your fault.

It shows the client that you care about their feelings.

Step 5: Present a solution

Always create a solution to the problem.

There are numerous ways in which you can do this.

Firstly, telling the client how you will correct the problem or by asking the client what they would like from us.

Step 6: Take Action and Follow-Up

Ensure that you do what you’ve told the customer you’re going to do and then ensure your customer is happy with what you’ve done.

Step 7: Use the Feedback

Use what you’ve learnt from the experience and take it onto future clients.

As they say “what doesn’t kill you makes you stronger”.


Why not use this advice from Mind Tools and enforce it into your working life!

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