Custom Service: Why the Irate Client is an Opportunity, Not a Problem

No matter which field or industry your company is part of, it's a safe bet that, sooner or later, you're going to be faced with a potential conflict in the shape of an irate client. Everyone from the ticket seller at the cinema explaining the company's no-refund policy to the executive CEO apologizing to their overseas partner for mispronouncing their name (even if they didn't know it was an insult in the "ancient tongue") will face this obstacle. The true test that separates the professional companies from the wannabes lies in your own perception of the situation and your resulting actions. Yours--not the company's, not your supervisor's, yours.

Always remember the following: when the target of anger is absent, the target of convenience will do. If you represent your company in any visible or perceived way, be prepared to take the heat for things in which you may or may not have even participated. If your client is angry at the company, they will see you as the company and act accordingly. If you want your company's reputation to remain spotless, it's best not to say you have nothing to do with the situation in question; even if that's true, if possible you should either direct them to the person responsible or contact that person directly yourself. Anything less and the client will assume you (and therefore the entire company) is looking to shift or otherwise avoid blame.

It's also important not to jump the gun and enter problem-solving mode right away. Take into account just what it is that's making your client frustrated, and show proof that you're actually listening to their complaint rather than presenting yourself as a brick wall. By steamrolling through their heated explanation to seek out an answer to the problem, you might think you're avoiding unnecessary unpleasantness when, in actuality, you've just sent your client the message that they're only a number in your company's system and their complaint doesn't even matter to you. When you take the time to actually listen to them, paraphrasing their words to ensure you both understand the situation correctly, it may take a little more time than getting directly to the heart of the matter, but your client will be infinitely happier as a result.

There's no clear-cut method for handling every case that involves an angry client. But in general, always do your best to prove that your company is made up of real people who genuinely care about their partners and clients, and never forget that as a member of your company you may sometimes be seen as its sole representative. If you keep thiese in mind, your future hostile situations should be diffused more easily.