1 of 31
1 of 31
Please provide an example of a situation you were in with a difficult and/or dissatisfied client and how you resolved the situation.
User Submitted Interview Answers
Difficult clients are a daily part of my job. Again I find that my communication skills come in handy when presented with these types of situations. The first thing I do is let the client speak. Before they called me or came into my office they stewed on the subject matter and have created this internal tension that needs to be released. I get that. So I let them have the floor and try to get an understanding of what the issues are. I make notes and then try to communicate to the client what our point of view is on each issue and what the possible resolutions are. I find that if you allow them to speak and show empathy towards their situation they will be more receptive to your responses. It really all goes back to the golden rule, treat others how you want to be treated.
Trying to satisfy his request and trying to keep my relation good with him - I dont have culture of loosing client - work is work.
Calmly, try to understand there issues properly so they feel heard but also be sure of my own position so I can defend myself. Examples - Neil not wanting me to go.
I have come across different clients-stubborn, intimidating, angry clients. I first ensure I am well in control of my emotions then I listen attentively to their complaints showing empathy in all cases. I proffer solutions where I can or humbly request if I can get solutions from a superior officer.
Emotional intelligence win win approach.
Understand the clients problems. Listen and explain. Admit outright if I have made a mistake and give assurance that matter is being dealt with.
In my world, there is nothing like a difficult client. People react in various ways for various reasons, once you capture or understand the other person's logic or level of IQ, you are in total control of the situation. For me the challenge would be how to understand the client without losing valuable time. A few conversations which may not be directly linked to the issue at hand helps you appreciate the other person, by the time you approach the "difficult client" you get to propose a solution that will leave both of you happy.
Firstly I would ask what difficulties they faced and see if I could resolve there problem as soon as possible. I would choose my words carefully ensuring I did not put any further strain on our working relationship. I would always be on hand and ensure that I was providing a service far beyond what was expected of me in order to gain respect and trust needed to achieve our objective and work as part of a team.
How do you handle difficult clients?
I listen ... And let them speak.