Take Control Of Aggressive Clients

No one likes to be told off or be reproached. Even when a client presents their complaints in an impolite way always remember, it is not meant to be personal. People who attend sales training courses often complain about belligerent customers and seek advice on how they can deal with them effectively.

Although this is a tactless way to complain, what the customer is doing is trying to get you to understand their position as well as motivating you to sort their problems.

Getting into an argument with your customers is a surefire way of losing them to your competitors. As deplorable as it is, you should not any customer to play fair. Sometimes this means acting as a lightning conductor for irritable clients.

The tenser the fiscal state of affairs is, the frostier the industry climate becomes. You will find that customers who are particularly critical and do not tolerate mistakes made by their suppliers are under immense pressure within their own company.

They are acutely sensitively to any believed assignation of guilt. The fact that whilst, being devoid of ulterior motives, you delve deeper in an effort to comprehend the customers grievance, can trigger an aggressive response.

Tip: without making any commitments look for areas that you can agree on.
You could say, for example:

“I understand how unpleasant the current situation is for you.”

“You are completely right to point out this function limitation.”

When you confront your clients, be in an optimistic frame of mind. Express your confidence that you will be able to solve the customer’s predicament. Say, for example, “I’m sure that we will be able to agree on a solution that is suitable for both sides.”  End any discussion about complaints on a positive note this is essential for the continuance of a good business relationship.

Don’t put up with everything!
In spite of the understanding you may have for a customer complaint, the emergency brakes sometimes need to be applied. If you are confronted by a customer with a massive reproach - e.g. “You’ve cheated us!”, or “Your products are rubbish!” or “Your company is not reliable!”, the trigger of this  outburst needs to be discussed first.

A factual statement and a personal reproach are the two elements a customer’s outburst consists of. A conscious effort to move from the factual to the relationship level should be made: “That is a strong accusation you’re making. I take that personally.” By responding in a ‘controlled emotional’ way like this, you put the customer in their place without them feeling insulted.

After a statement like this, the customer will then normally take on a reconciliatory tone and indirectly apologise. By doing this, emotions will have been detached from the discussion and you are then able to discuss the factual heart of the complaint. If angry clients forget their manners and become abusive, it can be problematic.  Silently recognise the customer’s reaction as a sign of over-excitement and a cry for help.

The client is convinced that they are right in making the grievance. If you also then react rudely, you will only incite further complaints. The customer will use every future opportunity to discredit your corporation and never buy from you again.

Tip: Talk to the customer about their misgivings in an affable way and ask for details. By not becoming abusive and tackling the complaint in a polite way, you are taking away the customer’s ‘moral’ excuse for unjust behaviour. This important technique is covered on sales training courses. By persuading the customer to talk, you are not falling into the trap of making excuses.

How to take control of angry clients

If the angry client is on the phone, take deep breaths and do not allow yourself to become apprehensive. You will keep a clear head and can think and disagree logically.

Relax your facial muscles, shoulders and neck - do not grind your teeth.   Controlling your answers and remaining business-like requires you to keep your body under control. Speak in a calm and cool manner with the complaining customer. The customer will become more aggressive the more irritated your voice sounds.  Raising your voice will only cause the amount of tension inside you to increase.  By reacting in a friendly way, you will calm the customer down.

Taking notes of the customer’s complaint will help you to focus on the facts rather than getting angry with the customer. You must make it clear to the customer that their grievance is being taken very seriously.

Be prepared to investigate the complaint and show the customer that you are. Mention the customer’s name when speaking to them. Deal with them in a professional way and ask questions.

Recapitulate the complaint. Relating the situation back to the customer ensures that you have understood the situation correctly. People react in a more professional manner when confronted with the facts.

Asking the customer what solution they see for the difficulty, distracts from their anger. You need not immediately accept the client’s suggested solution - the question alone is helpful in itself. Dealing effectively with complaints and objections is a topic that is covered in detail on sales training courses.

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