Three difficult client conversations to be ready for
There’s no escaping it. As part of the typical cycle of client management, difficult conversations are going to come up from time to time. Learning how to frame these conversations can vastly improve outcomes not only for those meetings, but also for times when a discussion may go astray.
Here are three examples of difficult conversations you may have with clients – how would you approach them?
“There’s been a mistake and I’m angry”
Something’s gone wrong, and you’ve got the task of dealing with an angry client who may well have good reason to be frustrated. Tensions are high, and your key job here is to defuse the situation.
So what should you do? According to the Customer Service - Dealing Difficult Customers course in the Suncorp Learning Campus, refocusing the customer away from their anger and towards a solution is the key.
This comes down to preparation (where feasible) and flexibility. Not every mistake will have a process in place for a simple resolution but making it clear to the client that you are focused on a solution and will work to solve their problem can be a fast track to a calmer conversation.
“Why didn’t you tell me this earlier?”
When facing a difficult meeting with a client, it can be easy to delay things in an attempt to avoid those awkward conversations. But there can be some real positives in getting to a problem early and working out a solution, rather than letting it get worse over time.
On other occasions, the reasons for a delay may not be directly your fault. But by taking charge, you can assume greater control of the process of fixing the problem and repairing the client relationship.
The Damage Control - Difficult People and Situations course in the Suncorp Learning Campus will take you through case studies and exercises that will help you learn how to navigate your way through the issues that can arise when a client is dissatisfied.
“What do you mean you can’t fix my problem?”
Sometimes, and this can be hardest of all, you do need to say no to a client. Their reasoning may not be sound, or they may be seeking a resolution that’s simply outside the bounds of possibility.
The key to this conversation is planning ahead. Make sure you’ve set down what the actual boundaries of your commitment are before you tackle such a meeting, and that your position is in line with company policies and principles.
The Preparing for a Difficult Conversation course in the Suncorp Learning Campus offers a wide variety of skills that you can use when you have to give a client news they may not wish to hear.
For help improving client conversation skills these Suncorp Learning Campus courses can elevate your readiness for client interactions.
- Preparing for a Difficult Conversation
Sometimes you know going into a meeting that it’s going to a be a tough one. Take this course and be ready to tackle those tricky client interactions.
- Customer Service – Dealing with Difficult Customers
Learning how to separate the emotional aspects of a difficult conversation from the problem at hand is key to putting a solution in place.
- Difficult Conversations – How to Master Them
It takes work to become a master of difficult conversations -- but it’s a skill that you can apply to every aspect of your daily professional life.
- Damage Control – Difficult People and Situations Series
Some customers are going to be more difficult than others, but this course will simplify the approach you should take to get optimal results from every meeting and client interaction.
