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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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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
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.