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Also keep in mind that you don't
have to be rude or defensive even if you feel that your client is unfair.
Doing this would communicate that it is the client who is
the problem, not that the client has a problem that needs to be
solved.
4 Levels of Problem Solving |
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Some clients are rude just because
they may believe that it is the only choice they have and they are used to
getting their way in this manner. In this case, you have an opportunity to
educate, to teach them new choices, and also discover new ways for
keeping
such clients. |
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What To Do When Customers Force Refunds and Chargebacks |
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Rather than coming up with your all your own scenarios that don't match what
your client wants, ask him or her: "What is it that we can do right now to
make this right?" Such a question will help you to stop your client focusing
on the problem and start focusing on finding a solution. It also
communicates them that you are also attempting to
solve the problem.
Once
you get a response, you have a point to start
negotiating from. |
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Three Rules
for
Dealing with Rude and Unfair Clients |
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① Just because they are being negative,
you
don't have to be
rude or defensive
– concentrate on the
problem, not the person.
② While trying to resolve the conflict, keep in mind that you cannot
change the past, only the way it's remembered. Similarly, you cannot
change the future, but you can influence it based on what you do
now, in the present.
③ To salvage the
relationship, search for a solution
in
cooperation with your client; re-focus his or her attention from
the problem to the
solution – ask
s/him, what is it you can do
to
resolve the conflict. |
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