Handling Difficult Clients On The Phone
Have you ever had a phone call with someone like the gentlemant to the right? No matter how wrong they may be, the only thing they want is for you to listen to them yell & scream and tell you how horrible you are.
While the days of text messaging & mobile phone apps seem to be at an all time high, some would argue that actual phone skills don't seem that big anymore. There are now mobile apps for just about anything you could possibly imagine. Everything from restaurant reviews, paying bills, and more can be done on the right types of phones. Even though these new apps & ideas are are streamlining the amount of time we may spend talking on a phone there are still times you will need to speak to an upset customer.
Proper phone skills are crucial to any type of business that exists. It is imperative that you handle angry clients properly when on the phone. If a person becomes displeased while on the phone with you, you just lost their business forever. Plus, they will probably then pick up the phone and call all their close friends to complain as well. You have now not only lost the business of that client, but also their entire sphere of connections.
That being said, here are 5 Tips to Handling Difficult Phone Calls with consumers.
Tip #1
When on the phone with an angry person, let them do the talking. Sometimes they just need to blow off steam and get what has been on their chest for the past week out in the open. If you begin cutting them off you will just increase their anger about the situation.
Tip #2
Don't Argue! No matter how wrong the person may be, if you begin challenging what they are saying and arguing with them on the phone, you will never make any progress at solving the problem. Instead you will just intensify the situation until they probably hang up on you never to be heard of again.
Tip #3
Show sincerity and concern. I think the age old saying "People don't care how much you know until the know how much you care" is key to problemsolving. They want you to realize that their problem is a major issue to them and that they don't just want you telling them what you are gonna do.
Tip #4
Don't Patronize! Don't behave towards someone in a way which is kind and friendly but nevertheless shows that you are being condescending. People hate that and can pick up on it almost instantly.
Tip #5
Lead them to the answer. My father tells me constantly that it is not always right to be right. When dealing with difficult people on the phone, if you can lead them to the answer and allow them to discover it on their own, it will make them feel better. You may have to eat a piece of humble pie when they tell you that they figured it out and you didn't, but at least they will end the call feeling good instead of upset and wanting to end the business relationship. Besides remember, it's not about you, it's about them.
I hope these 5 tips help increase your business. If there are other tips you use that work effectively, leave them here!
Photo Credit: http://www.flickr.com/photos/tudor/255272612/
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I am the Co-Founder of 210 Consulting- Social Media Advisors. I have traveled the country as a social media speaker. If you would like more information on any of the topics discussed in this blog, please contact me directly. We specialize in social media training, online consulting, and the creation of your own custom WordPress site.
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Thanks for the tips Jeremy!
Very good post, Jeremy. Thank you very much for sharing.
Good advice Jeremy. Thanks.
All very good points Jeremy. Sooner or later we all get those guys on the other end of the phone.
Hi Jeremy,
Good info and I agree with you. One other aspect I've learned over the years is not to give anyone bad or disappointing news in the evening, that way they worry about it all night long.
Excellent advice Jeremy - I think sometimes it helps also to say "I hear what you are saying"
As for those who are blowing steam you are right about staying quiet and not saying anything. Eventually they begin to hear themselves and only themselves and usually feel a little awkward.
Good tips Jeremy. Not easy to do but I guess it is like the marshal arts. Something about not pushing back. If you give them enough leash they will arrive a their own conclusion.
All are five can be difficult ot do but if you can pull off you will be better off for it. DO this and you could have them thanking you by the time you get off the phone.
Good tips. It has been said that sometimes it's best to let these type of clients go elsewhere. It's not worth getting worked up over.
Another technique is to put the phone down for several minutes, do some chores and come back later.
Wise tips to avoid conflict. Thanks for sharing.
Thanks Jeremy for those very helpful tips. It is good to keep them in mind always.
"Don't Argue! No matter how wrong the person may be,..."
That is so true and difficult sometimes to apply...:)
All wonderful tips, Jeremy! Yes, if you just LISTEN and let them vent it usually does start to mellow out. Doesn't matter who you are - people want to be heard.
Most of the time they just need to vent. So shut up and listen. Then move on.
They get it off their chest, then they are ready to deal with the situation at hand.
Good post.
Very good post, Jeremy. I'm sure we've all experienced our share of frustration on the phone. Yelling and screaming often comes from frustration.
I agree -- let them say what they need to say. They'll trust you when they see you understand their worries.
I agree with #1 Jeremy, usually by the end of the conversation most reasonable people just need to vent and are fine.
Thank you for the advice. . .I have to bite my tongue sometimes. . .
Gosh thanks for the informative post. Have a great Spring!
Yes, great post! Listening with your ears and your heart, and keeping your mouth shut when appropriate
Great advice. I have only had one irrate homeowner call me. I let him say (yell) what he needed to say and told him I understand how you may feel. After his rant, he was just fine and we came up with a solution to his problem.
Jeremy, you have to just let an irate person have their say. Most of the time that is all they need to do to make them feel better. Great tips.
I have one of these right now... He asks a question, I answer the question... He asks the same question another way, I give him the same answer... He asks the same question evena different way, I give him the same answer and tell him that if he does not understand that he may want to hire an attorney... I also explain that no matter how he asks the question my answer is not going to change... All of us have had this before...
Not always easily accomplished, but this is the way to do it. #5 needs to be done delicately.
Morning Jeremy, Letting them have the time to say what is bothering them is key. It usually also contains the basis of a solution.
Great tips! Sometimes its not easy not to respond to anger with anger -- but it truly gets you nowhere.
... keeping quiet is one of the hardest things to do for many !
One of the best sales and communication techniques is to incorporate the use of silence !!!!!
Excellent tips Jer !!!
Jeremy:
I will try to remember you tips. Keeping a cool head is essential..afterall, this is business....
I have a temper, but if you "talk to yourself" and say, "no, this person is not going to control me my getting me angry", sometimes it works.
Thanks for your advice
Jeremy:
Another point is to hold the phone away from your ear - - makes it easier to keep your "cool."
Jeremy, I also find that people will say things on the phone that they would never say in person.
Great post. We all occasionally meet up with a client with anger issues. It is smart to let them vent, and acknowledge that they have a relevant point. We can offer a solution, or offer to work together with them to solve the problem. What we should not do is put up with abuse. That's when offering to give them a call in the next day to discuss things further may work best, rather than listen to a circular rant.
Phone Skills are Crucial in our work! Thank you for the tips, I needed the refresh!
Jeremy - Great tips! Another one that helps in these situations is active listening. You listen to what people have to say, and you rephrase what they're telling you. Like you've already suggested, you keep your emotions out of it and instead concentrate fully on what the person is trying to say. You don't have to agree with what they're saying, but if they know you understand what they are trying to say, that de-escalates the anger.
I worked in the funeral industry for awhile, making funeral arrangements. I relied on active listening a lot, especially when dealing with families whose grief took the form of all-out anger.
Here's a link that tells a little more about active listening:
http://www.ohrd.wisc.edu/onlinetraining/resolution/step4.htm
Great post. Been there done that... Let them rant...
Great post! It's inevitable that we encounter a frustrated and angry consumer from time to time, and it's so easy to get drawn into their emotions. You give good and practical advice on how to diffuse the situation. Thank you!
Jeremy - good post and suggestions. The message is there - it is just how it is being delivered - and it is important not to react!
Great post, sometimes people have no dog to kick so bring in the Realtor. I always tell my agents please don't throw gasoline on the fire. Also when people say ridiculous things I just repeat them quietly like I don't understand or ask them "what" if they have to repeat it more than once they sometimes (not always) but sometimes hear how silly it is.
Jeremy, Great tips....I may have missed one....call them first if possible. Don't put off communication especially when you know it might get uncomfortable. Tough situations fester...Do the right thing and take care of business. Have a Great Day!
Jeremy the Dad/consultant
You are practicing being a good neighbor, friend and a responsible business person is how your post comes across to me. A kind word provided correctly and timely has tremendous power to sooth and heal. Often, the stress of our daily existence can become overwhelming and a strong, caring and patient fellow human being can help bring you back to your center. I believe you are that man. Thank you.
I should put those 5 points next to every phone (oops, i only have one now - my cell). Ok, I have to post them anyplace I take a phone call. Can I add a number 6? 6) Pull the car over and stop! You shouldn't be driving while taking this call!
I have had a few clients in my career purposely try to push my buttons, and it takes all of my will not to explode. When you talk to an angry person like that you can try to use the voice of reason, but that is like talking sense to a crazy person. These folks just don't believe that there is any side except their side to consider. I finally just have to say goodbye, I will talk to yo9u when we can have a discussion and a real goal in mind.
Excellent Post Jeremy...It is part of our job to be compasionate and let our client's vent. Hopefully, like the other agent s comment , you are not DRIVING!
Thank you again.
Good post, Jeremy. I would ad, it is always OK to say you are SORRY. It is free and will calm down the other person (usually).
Jeremy, great common sense suggestions.
Great advice. Sometimes dad is the best source of advice.
All great tips, and I'd also add 'Don't go on the defensive.' That may be the toughest one to follow, but going on the defensive will just escalate the problem. Great post.
Great Info Jeremy, Thanks.
Great Info Jeremy, Thanks.
Also try to remain stationary so you don't get yourself wrapped up in the phone cord. Does anybody still have phones like that?
Great advice. It seems that there are many more angry people in this market and challenging them only makes matters worse. Let them vent!
I agree with all these tips but what about that difficult client that isn't angry but can't remember what you've told them 30 minutes later? I keep telling this person the same thing over and over and they are getting angry with me because they swear I haven't told them. I even took my phone and recorded the conversation and they still are angry and say i didn't make them understand. I'm to the point, I'll be the one venting!!!
Those are excellent tips. Now all we have to do is remember them while someone pushes our buttons.
thank you for the post...as much as I have wanted to "go off" on the irrational, well you just have to be more professional
Jeremy
Excellent post, great tips.
Jeremy
Excellent post, great tips.
Great tips I am going to use these on my next phone conversation with the short sale.
Great tips I am going to use these on my next phone conversation with the short sale.
Great tips I am going to use these on my next phone conversation with the short sale.
Great tips Jeremy. If those don't work and you are on a cell phone, you may have to use the technique, "hello", "are you there" as if you have lost the connection. This will allow you to hang up professionally, and most importantly allow them time to cool down before they call you back or you call them back. I have only had to use this once but it definitely worked.
Fantatic post Jeremy. Tip #3 is huge! That's when things begin to turn and you can lead them to tip #5. Very well said. Thanks.
Thanks Jeremy. Great tips! All need to be kept in mind when talking with a difficult client. I like Tip #1 and Tip #4.
-Alice Wilson
Hi Jeremy, thanks for the post today. I enjoyed it and have bookmarked it for future reference.
Patricia/Seacoast NH
Tip #4
Don't Patronize! Don't behave towards someone in a way which is kind and friendly but nevertheless shows that you are being condescending. People hate that and can pick up on it almost instantly
Somebody who is already mad will explode if they think they are getting patronized
How about "hang up?" Some times that sends a message also. It should be used with extreme discretion, however.
Great tips! angry callers can be intimidating!
I had this happen not too long ago, and the man on the other end of the phone had a "cuss fit" at my expense. Then he hung up on me. I called him back and said, "I'm sorry, we must have been cut off." This allowed him to save face and we ended up moving on to a successful close on the property. Thanks for the post.
Jeremy,
I think I will use Tip # 5 on my husband. Some very good tips & advice. It is hard for us to bite our tongue sometimes.
Jeremy, these are all excellent tips and one thing I would add, if the person is going on and on on a rant, I just lay the phone on my desk and wait till the noise drops down a bit ;-)
Jeremy, these are all excellent tips and one thing I would add, if the person is going on and on and ranting, I just lay the phone on my desk and wait till the noise drops down a bit ;-)
Great reminders! Sometimes we sacrifice getting what we want for being "right" in the moment.
Jeremy:
Thanks for sharing your advice and tips. Sometimes I have a problem holding my tongue. Thanks for reminding us.
Jeremy, Great Advice! You just need to achieve your objective. Doesn't really matter who gets it done as long as it gets done.
Rick
P.S. - How do you get the little share buttons for the different social sites?
Good Tips. Now how do we deal with the difficult lender, appraisal management company, realtor, etc.. that has no ethics and has only one God and their God is called money. It's amazing how many times the answer is that everybody else does it. So therefore if everybody else is a criminal you should be too. it's amazing that many think that way, they actually justify the crime they commit, by others also committing a crime.chc
Jeremy,
Good advice. I need to work harder at those skills.
Rich
Good reminders - especially of how important it can be to just listen before you even think about starting to suggest how the issue should be resolved. It can definitely be difficult to stay calm, but never seems useful to have both people shouting! I just repeat to myself "They are really, really stressed - let it go"
I was on the phone with this guy from (R___ Q____) customer service and he kept telling me what I SHOULD be seeing on my screen. The button he told me to click was not anywhere on that web-page. He would NOT listen. He kept telling me it was there. It was a bug in their system, the button would not display on my web browser... I wish that CSR would have read your post. Very good tips.
Or you can hang up on YOURSELF mid-sentence.
Perfect, Jeremy! I love the advice and have used it on the phone. Sometimes it's tough to be the mature one, but if you take simple steps like the ones you suggested it makes things WAY easier in the long run!
Awesome tips!!
Nicely written and no surprise your valuable information is featured and has so many comments. It is disarming to an angry person to have the other person stay calm. It just brings the whole situation down. Good for you for keeping your cool.
I've never had anyone scream at me on the phone (nor in person!)! I don't think my reaction would be to remain silent or to remain on the phone!
Great tips thanks for posting!
Unfortunately, most people don't realize that sometimes their anger really does have an effect on others, or they'd think again about what they're saying and doing. But after that, our next challenge is to tell ourselves the other person is only about one inch high.
Be a sponge, but not a bucket for someone else's worries. Take it all in, but don't let them rain on your parade.
Be a sponge, but not a bucket for someone else's worries. Take it all in, but don't let them rain on your parade.
jeremy, you always have good advice! thanks
Great Tips Jeremy. I think your dead on with these ideas.. They just want to know you care.
Jeremy - definately good suggestions - alot of people are dealing with a lot of anger - and we get the joy of being in the firing line sometimes.
Jeremy - definately good suggestions - alot of people are dealing with a lot of anger - and we get the joy of being in the firing line sometimes.
Wonderful post, Jeremy, with great reminders to keep our cool and let the rant run its course.
Great tips: I really have to check myself and make sure I don't talk over a client or dominate the conversation. It really is important to listen more than you talk. Thanks for the reminder!
We do get the brunt of somebody having a bad day sometimes. Luckily that is very seldom.
Jeremy - thanks for these great tips to keep in mind. In our business we all run into folks like this, and perhaps even ourselves can become that way. And being on the phone is so much more difficult because you have no visual nor body languae to help rread the other person.
And like theInternet, being on the phone sometimes brings out the worst in some folks - they woulnd't likely be quite the sanme if face to face.
Jeff
If their is a way to avoid conflict I am all for it....very good tips....they just want to know you are with them
My main tip is this...I'm not a whipping board and no one is allow to spew at me...no one. If someone gets that angry on the phone I let them know that they'll have to speak to me when they calm down...simple!
PS...I can scream with the best of them!
Remember... every personal interaction is another opportunity to win referrals... by being professional and making a good impression.
Great tips....concise and clear. Great post....good reminders.
Hi Jeremy~ There is never any excuse to ever be anything but professional in our behavior! You get much further with honey!
All good tips. I once put the phone down on my desk and kept doing paperwork, while an angry client kept going on and on lamenting about the lender he chose and the partners he had. Somehow he kept implicating me in it, even though I had nothing to do with either one of his choices. I got a lot of paperwork done, while he rambled on. The next day he apologized profusely and thanked me for letting him blow off steam. I said: "Don't mention it!"
Another time, a high power client was very rude and I told him that I will not allow him to talk to me that way and that if he didn't adjust his attitude, I was going to hang up. He adjusted his attitude.
Complaining without attacking the person gets you a lot further...
Now featured on the Optimist group!
Your father is a smart man!
Hi Jeremy -- I ditto Mirela's view -- #5 is so important as they can then assume ownership of the issue.
I usually just tell them I know where they live and I'm downloading their current coordinates as we speak.
Jeremy, great points. You are right, arguing doesn't help. And sometimes letting them vent is the best. Finding an answer is easier when the anger is released! :-)
Definitely keep it positive and stay away from any negative words or conversations.
Thanks!
-Phil Graves-
utahbuyeragent.com
Jeremy, Great post! Thanks for the tips.
Jeremy, Great post! Thanks for the tips.
Jeremy, Great post! Thanks for the tips.
I use the DO NOT ARGUE tactic. I repeat what they say, and say I UNDERSTAND YOU'RE UPSEST.
Sometimes they just want to be heard.
Where were you and your advice about 9:00 last night when I could just hear myself getting wound up on a phone call with another agent. It's not her fault what's going on, but' I know I was bordering on rude. Making a note to send a personal "sorry" tomorrow. Perfect timing for your blog, thanks.
Great points Jeremy and well taken, thanks for reminding me I needed that.
When all else fails you can always hang up. LOL
When all else fails you can always hang up. LOL
Sometimes it's just better to listen and let them get it off their chest.
John- Corded phones? Really? They still exist?
Killian Properties- That is when you go & email them. You then have written documentation of what you said.
Rick- The little share buttons are in your automatic signature.
LOL Lane!
It sounds like you hit a sore spot! I just let them roar!
Thanks Jeremy! I recently read "How to Win Friends and Influence People" and am thoroughly convinced that the best way to handle someone who is angry and disagrees with you is to let them blow off some steam, sympathize and lead them to the right answer - just as you said :)
Good ideas. Usually when you let them blow off steam they can calm down and approach the problem.
Jeremy - I remember when I used to work at an apartment complex when I was in college, and my boss mentioned that the best strategy when someone was yelling/angry was to just listen, then to speak very softly and calmly in response. It works! Nice post, my friend.
Jeremy: I practiced all of these yesterday, and learned that they individual doing the yelling was really just venting. Now, can you please write a blog post about how to deal with people who send you rude/impolite emails?
Excellent post! I've learned the best way is like you said..... "LET THEM TALK." Sometimes they just want to be heard!
I understand
other people have felt the same way
lets think of a way to correct the problem
Thanks for the reminder. Esp to shut up and listen!
You never know what else is going on in their life. If the timing is right, sometimes asking" Is there anything I can do?" helps soothe the beast.
You never know what else is going on in their life. If the timing is right, sometimes asking" Is there anything I can do?" helps soothe the beast.
Great tips Jeremy.. Thanks for sharing. You are so right on the money here
Great tips, thanks for sharing.
Jeremy, Great tips Thanks.
All points are soooooo true, but, whether you are the dialer or the receiver the calm, don't respond back in acrimony, etc is sometimes hard to remember!
Sue of Robin and Sue
Had one of those guys today! Ugh
nice job! thanks for the great advice.
I have heard of agents experiencing this with clients. I do not have clients who would behave this way. And as far as actually "yelling at me". NO WAY! In my career, I have been SUPER FORTUNATE to work with intellectual, calm, rational, wonderful people.
These are great ways to handle an angry/frustrated person. I guess I still do lots of phone time. Fortunately, generally people who aren't angry.
Great tips. I love #3. That is very well put.
Jeremy,
I agree with your tips. The ability to deal with difficult clients is a real "power tool"
Steve
Thanks Jeremy. Sometimes we all need to reminded of the obvious.
Good good tips! Thanks, some times it's really hard to stay cool.
You are absoulutely right...I am dealing with a difficult Realtor and your tips applies!
This was excellent Jeremy. It is difficult but not impossible to deal effectively with an irate caller. The caller has point they need to make. Discern what that is, do not argue with them and diffuse the situation by humble means.
Great advice Jeremy, avoid conflict and negative people!
Jeremy, great advice and the right way to handle these. I wish I could always follow your advice. Sometimes emotions get the better of me though.
Let's start the week on the right note with a re-blog of those good reminders....:)
Good tips Jeremy although there are times when some of these people will respect someone who doesn't cower to their thoughtless communication.
Biting your tongue is not always an easy thing to do.
Thanks for the tips! I find it hard to handle these situations sometimes and usually pull off #1 because I don't want to say anything I'll regret!!