Dealing With Aggressive Clients
No individual enjoys being shouted at or getting reproaches or accusations
. However always remember: even when a customer presents their grievance in an ill-mannered way, they do not mean it personally. Delegates attending sales training courses repeatedly protest about antagonistic clients and ask for direction on how to cope with them successfully.
What they really want is your understanding of their position and to motivate you to do something about their problems, even if they do this in a very tactless way.
If you get into a quarrel with your customers it is the surest way to lose them to your rivals. As regrettable as it is, you should not expect fair play. This sometimes means acting as a lightning conductor for complaining clients.
The more strained the economic situation is, the frostier the business climate becomes. Clients who are put under pressure by their own company are particularly critical and do not tolerate mistakes made by their suppliers.
They also respond very sensitively to theoretical assignations of blame. The very fact that you, fully without any hidden motives, dig deeper in an attempt to really comprehend the customer's complaint, can activate a fierce response.
Tip: look for points that you can agree on without making any commitments. You could say, for example:
"I understand how unpleasant the current situation is for you."
"You are completely right to point out this function limitation."
Confront your clients in an optimistic frame of mind. Express your confidence that you will be able to solve the client's problem. Say, for example, "I'm sure that we will be able to agree on a solution that is suitable for both sides." It is important for the continuation of a good business relationship that you always end a discussion about complaints on a positive note.
Don't put up with everything! Despite the understanding you may have for a complaining client, sometimes you need to apply the emergency brakes. If the client confronts you with a massive reproach - e.g. "You've cheated us!", or "Your products are rubbish!" or "Your company is not reliable!", you need to first of all talk about the feelings that have triggered these outbursts in the client.
The customer's outburst consists of two rudiments: a factual statement and a personal reproach. Make a conscious effort to move from the factual to the relationship level: "That is a strong accusation you're making. I take that personally." By reacting in a 'controlled emotional' way like this, you put the client in their place without them being insulted.
The client will then normally adopt a reconciliatory tone and indirectly apologise. Talk calmly and coolly with the argumentative customer. It can be problematic, however, if angry clients forget their manners and become abusive. Register the client's reaction silently as a sign of over-excitement and a cry for help.
The client is convinced that they are correct in making the complaint. If you also then react rudely, you will only provoke further complaints. Furthermore, the client will never buy from your company again and will use every future opportunity to badmouth your company.
Tip: Talk to the client about their concerns in a friendly way and ask for details. By addressing the grievance politely and by not being offensive, you will take away the client's 'moral' validation to carry on behaving irrationally. This is a vital skill as covered on Sales training courses. Persuade the customer to speak, do not allow yourself to fall into the trap of making excuses.
How to take control of angry clients:
If you have an angry client on the phone, take deep breaths and do not allow yourself to become tense. This way you will keep a clear head and can think and argue logically.
Do not grind your teeth - instead, relax your facial muscles, shoulders and neck. If you have your body under control, you can also control your answers and remain business-like. Speak calmly and coolly with the complaining client. The more irritated your voice sounds, the more aggressive the client will become. You will only be escalating the amount of stress you feel if you raise your voice. You will calm the customer down if you respond in a pleasant manner,.
Note down the details of what the client is complaining about. That will help you to concentrate on the factual questions rather than getting angry at the client. At the same time you should make it clear to the customer that you are taking the complaint very seriously.
Show the client that you are prepared to investigate their complaint. Mention the client's name when speaking to them. Deal with them in a business-like way and ask questions.
Summarise the complaint. To make sure that you have understood the circumstances correctly, recount the situation back to the customer To make sure that you have understood the circumstances correctly, recount the situation back to the customer. People respond in a more professional manner when confronted with the facts.
Ask the client what solution they envisage for the problem. If you ask them to mull over a resolution, you will distract them from their fury. You do not need to accept the client's suggested solution straight away - the question alone is helpful in itself. Dealing effectively with complaints and objections is a subject that is covered in detail on sales training courses.
by: Richard Stone
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