7 Steps to deal with angry clients

Handling angry and demanding customers are a part of everyday business. Customers can get angry because they are unhappy with the service, the product, or the people interacting with them. Interestingly, angry customers can be an excellent source for insights and learning about oneself, and the product or the organization one represents. But to be able to do that, one should first discover ways to handle angry customers in pleasant ways.

Here are seven steps to keep in mind when dealing with angry clients.

1. Do not feel personally offended.

Remember that this is a business situation. Clients often get angered by issues and mandates that have nothing to do with you, especially if you are in the clear. Therefore, you must stay calm and composed when addressing an angry client. Sometimes, even if it happens to be an oversight by the client, it is better to apologize for the inconvenience and move ahead.

2. Make every effort to understand the causes.

When faced with an unhappy client, the best approach is to be highly patient and focus on the client's point of view. First, listen and try to appreciate the root causes of their annoyance. Then calmly summarise the issue and ensure that you have correctly understood them. Finally, ensure that your tone is entirely sympathetic and caring, and proceed to solve the problem.

3. Keep clients cued into broader objectives.

As a financial advisor, at times, despite your best intentions, market behavior may not align with your advice. And clients new to investment streams and experiencing nominal portfolio returns can get disappointed and feel let down. Therefore, it is critical to address their concerns immediately. First, remind them of their original reasons and the rationale behind choosing certain funds. Next, share long-term perspectives and the values of staying committed. Then, if required, you could perhaps arrange a meeting or a conference call with the fund company concerned.

4. Take proactive measures to sort out client concerns.

Once you have identified the source of a client's irritation, take visible action immediately to resolve their concerns. Take remedial measures promptly if your service or communication processes are not aligned with their expectations. If it involves processes or mandates beyond your immediate control, reach out to the relevant people and ensure all your records about the client are in order. Make sure you quickly communicate your actions to the client.

5. Offer a solution regardless of who you think is wrong.

Sometimes you may feel that the client is at fault and that their anger is wholly misplaced. But, again, remember, it is a business situation that you need to resolve and smoothen out. It is not a game about finding fault and proving who is wrong. It is about finding ways to solve problems without losing your cool and strengthening your client relationships.

6. Communicate in simple, clear terms politely.

If you are at fault for some reason, admit it upfront, prove your trustworthiness by making amends, and get the relationship back on track. On the other hand, if the client is at fault due to a misunderstanding or impatience, explain the situation respectfully but in clear words. Then, reiterate your points to ensure that both of you are back on the same page. Always give your clients the benefit of the doubt and allow them to decide what would work best.

7. Review and learn.

When you face an unhappy client, take a step back and reason it out for yourself. Try and understand why the problem arose in the first place. Then, decide on future courses of action to prevent a similar occurrence. Make it a habit to learn from instances that involve an unhappy customer. You may realize that most uncomfortable situations arise due to communication gaps, workflow processes, or a clash of opinions. Finally, find remedies and shield yourself from unpleasant experiences with clients.

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