Having an upset client is one of the most challenging situations a salesperson can face. How do you exactly temper the anger of a person who obviously is ranting because of something you, your product, or the company failed to make clear or perform?
Because the realm of sales is not a walk in the park, there will be times when you will be screamed at, and even hurled obscenities by customers who are dissatisfied. Don't be alarmed. This is a normal situation. And being so, there are ways to rise above them so that you don't break down, too.
First, find out what the client is angry about. Is he complaining about your service? Is he unclear about certain points in the agreement or the product? Did the problem come from you or did it spring out of his frustration over something he misunderstood? What are his sentiments exactly?
You can find this out by being calm with the client, no matter how irate he is. Ask politely what the problem is and request that he explain it to you. Don't interrupt and try to defend yourself or correct him while he explains. Wait for him to finish and then enumerate all your responses to his problems.
Often, the customer does not really want to know exactly what you are doing to rectify the situation, only that you tell him that steps are being undertaken to correct it, and when precisely this is expected to be solved. One thing clients hate most is continuously waiting for solutions that are not certain to happen.
When you have figured out what he needs, level with him. Building rapport with your client is one of the best ways to get into a straight conversation with him without the flare-ups. This means adopting his current mood. If he is angry, share his anger. If he is frustrated, empathize. Clients appreciate people who they know feel their pain. When you have succeeded in this, you can expect to have a much calmer discussion right after.
Don't say something like "I'm sorry for that. I'm already on it." Instead, say something like "I understand that you are angry now. I will feel the same if I were you. Rest assured that I will do everything in my power to correct this matter as soon as possible. I will constantly update you of the developments as I progress."
Handling an angry client is not so difficult if you know how to level with people. Think of it this way. If you were in his shoes, you would be feeling the same way, right? How would you want the other person to face you then? That should always be your guiding strategy. Build rapport and, together, seek solutions. No issue has ever been solved by an argument.
Michael Lee is the author of How to be a Red Hot Persuasion Wizard... in 20 days or less, an ebook that reveals mind-altering persuasion techniques on how to tremendously enhance your relationships, create unlimited wealth, and get anything you want...just like magic. Get a sample chapter and highly-stimulating "Get What You Want" advice at: http://www.20daypersuasion.com. He is the Co-Founder of http://www.self-improvement-millionaires.com and is licensed as a Certified Public Accountant.