Annoyed Clients: How to Handle Them

Give a Feeling that you care for them

Listen to what your client has to say. Understand his problem, if any, and try to offer a quick resolution. Stay professional but show that the client is not just another number for you. Listen to their suggestions & feed-backs with care. Give a feeling that these are important to you.

Just for numbers sake, a study suggests that, for an organization, a completely satisfied client generates 14 times more revenue than a dissatisfied one.

Don’t give template answers

Always have a one-to-one approach for every client. Generic copy-paste emails won’t serve. In your conversation your voice tone & emotions need to match to your client's problem and solution you are providing. Don't crack jokes when they're upset.

When dealing with a client issue, though you should always stick to company's guidelines, but don't make the mistake of repeating the same answer every client. Give your client a personalized approach and try to put yourself in your client's shoes before you answer. 

Research suggests that more than 55% of your clients will be willing to pay more for better service. And better means more individualized and personalized attention. 

Let’s say you the solution your client looking for is very expensive or out of your reach. Instead, try and explore other possibilities. Try to find if you can provide an economical and within your reach solution. Or see a different route to resolve issue. Don’t hide yourself behind excuses or run away from client.

Avoid lengthy discussions or arguments

Try to focus on facts and don't drag yourself in arguments on who's right and what's right. Proving your point will not get you any extra client respect. Your clients – even those most upset – expect to be listened and encouraged that their issue will be taken care of and resolved.

A study says that generally, 42% of sales persons are unable to resolve customer issues effectively due to numerous reasons.Client-Seller relation is the base for long-term mutually beneficial association.

Offer a fast and effective solution

Unhappy clients will keep contacting you until you resolve their problem. It's important for you to offer quick and effective solution so that you stay in charge. At the same time, you need to be realistic and not over-promise. Like say, most of times, you will not be able to offer undue discounts or immediately return money to every client. So offer a solution which is possible, otherwise you will end up annoying customer even more.

A research indicates that 33% of clients would recommend a brand that provides a quick response, even if that response didn’t solve their issue. This speaks volumes about the need of time-efficient response to your client’s needs.

As long as you stick to the facts, you will gain clients' gratitude for responsibly handling their issues. Be honest with your client about the options for their problem.

Don't let the issue escalate

Finding a solution may take some discussions or consultations with your team or seniors. But don’t let these delay resolution of problem. In the world we live today, clients count on fast resolution. If they don't get it, they'll go on Facebook, Twitter and/or all other possible platforms to voice their frustration. Don't ignore any complaint; deliver what you promised and don't let the issue escalate to the point where it causes your company a loss of reputation.

Nowadays, your client is twice more likely to post a negative review than a positive one, and they are four times more likely to switch to the competition if they are dissatisfied with your service.

Communication on internal channels is your friend, but don’t be afraid to offer an apology if your client has been hurt by the issue. Your client relationship is a two-way communication.

Train your staff so they can do their job right

This one is well-meant advice for those of you who depend on employees more than self in client relationship. Client service personnel should always be out there in the battlefield, talking to unhappy clients and trying to put out fires. Make sure they have all the support they need.

Share with them the company's values and guidelines so that they are never surprised by a question from any client. Collect feedback from clients and try to improve your products and services as much as possible. Show your staff what is doable and what is not when handling complaints. Invest in brainstorming and training sessions for your team so that they can provide top quality service. Don't be shy to include new market solutions that will save them time and effort.

Minimize negative reviews

This 2013 study suggests that 86% of clients are influenced by negative online reviews of a product or service. Considering the fact that it takes 12 positive client experiences to make up for one bad one, you really shouldn't take negative reviews lightly.

Negative online reviews can be very costly for your business. Show your clients you are ready to listen to their complaints before they go and rage about your service on social media. Resolve their problem fast and effectively. Your clients will reward you by staying with you — instead of choosing a rival service provider.