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How do you stay cordial with a client that gets emotional?
As a Secretary or Administrative Assistant, customers and clients come to you as the face of the company and can be emotional. How do you deal with them? How do you calm them down?
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5 answers
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Brittany’s Answer
Hi Lorenz. I think some of the best advice I have gotten about this is that they are not upset at you, just with the situation. Their frustrations may be directed toward you, but you are not the reason they are mad (they are typically upset with policy, process, or a mistake they or someone else made).
What you can do is take the time to listen to their whole concern first before offering any solutions. Sometimes they just want to be heard, and you may end up learning more about what it going on rather than just relying on what you observe. From there offer your best solution and explain how you got there so you can begin to show some reason and logic through the decision-making process. Try to express empathy and concern for them every step of the way!
What you can do is take the time to listen to their whole concern first before offering any solutions. Sometimes they just want to be heard, and you may end up learning more about what it going on rather than just relying on what you observe. From there offer your best solution and explain how you got there so you can begin to show some reason and logic through the decision-making process. Try to express empathy and concern for them every step of the way!
Thank you so much. That is really good advice and I will remember it.
Lorenz
Updated
Doris’s Answer
Hi Lorenz, I would say the best thing that you could do is listen and let them know that you hear them and you will do everything you can to help them. They just want to be heard and get help,
If you cannot help them and you need to direct them to someone else, I always give them my information before I turn them over to someone else. I tell them that I am going to follow up with the person I am transferring them to. If, however, they need to reach out, they can call me back.
I also sometimes take their information and speak with someone directly to get them help or see if there needs to be someone that needs to help them. I don't want them to be bounced around and that helps them feel better that they are being taken care of.
I hope this is helpful.
If you cannot help them and you need to direct them to someone else, I always give them my information before I turn them over to someone else. I tell them that I am going to follow up with the person I am transferring them to. If, however, they need to reach out, they can call me back.
I also sometimes take their information and speak with someone directly to get them help or see if there needs to be someone that needs to help them. I don't want them to be bounced around and that helps them feel better that they are being taken care of.
I hope this is helpful.
Updated
Michelle’s Answer
Hi Lorenz! Great question. I think the first thing to remember is: it's not personal - try to stay calm yourself, take a deep breath and think about what you want to say. There is nothing wrong with taking a few seconds to think about what you want to say first, rather than an immediate reaction. You want to acknowledge how they are feeling so that they feel heard, so maybe "I'm sorry to hear you are feeling that way" or "I'm sorry to hear about your experience". Ask them questions (if relevant) to find out exactly what the issue is, what routes they have tried to solve the problem so that you can work out where to go next.
We are all human beings after all and emotions and frustrations are part of the package and that's ok. It's ok to get upset, but if they speak to you in a disrespectful manner, as others have advised, perhaps best to escalate the call to someone senior/your manager so that they can help to resolve the issues.
We are all human beings after all and emotions and frustrations are part of the package and that's ok. It's ok to get upset, but if they speak to you in a disrespectful manner, as others have advised, perhaps best to escalate the call to someone senior/your manager so that they can help to resolve the issues.
Updated
Chelsey’s Answer
I have worked several customer service jobs and it can be rough at times. One thing that I've found helpful when dealing with escalated customers is trying to put myself in their shoes.
They've likely been dealing with the issue for hours or even a few days getting nowhere. No one should be insulting you or demeaning. Let them know you understand they're upset and that's ok. However, in order to best direct them or solve the issue, a calm, respectful conversation needs to be had.
If they continue to scream, yell, or start berating you, get your manager involved.
They've likely been dealing with the issue for hours or even a few days getting nowhere. No one should be insulting you or demeaning. Let them know you understand they're upset and that's ok. However, in order to best direct them or solve the issue, a calm, respectful conversation needs to be had.
If they continue to scream, yell, or start berating you, get your manager involved.
Updated
Anne’s Answer
Hey Lorenz, remember that it can be challenging at times, and others have expressed feeling overwhelmed by the process and issues they're struggling to resolve. It's crucial to remember not to take it personally.
In my experience with a customer walk-in program, my role was to find solutions to the problems presented. I would attentively listen to their concerns and then reiterate them at the end of our conversation to assure them that I fully understood their situation. If the customer became too agitated, I would gently pause the conversation and remind them that I was there to help them find a solution. If the agitation persisted, I would pause the conversation again and restate my intentions, warning that I would end the meeting if the disruptive behavior continued. If it reached that point, I would then bring the issue to my Manager's attention for further assistance. It's been my experience that maintaining calmness and showing empathy often leads to the customer mirroring the same behavior.
In my experience with a customer walk-in program, my role was to find solutions to the problems presented. I would attentively listen to their concerns and then reiterate them at the end of our conversation to assure them that I fully understood their situation. If the customer became too agitated, I would gently pause the conversation and remind them that I was there to help them find a solution. If the agitation persisted, I would pause the conversation again and restate my intentions, warning that I would end the meeting if the disruptive behavior continued. If it reached that point, I would then bring the issue to my Manager's attention for further assistance. It's been my experience that maintaining calmness and showing empathy often leads to the customer mirroring the same behavior.