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WORKING WITH ANGRY CLIENTS August 9, 2019 9:30am3:30pm 5.5 clock hrs. Of CE credit approved for PCs, Lifts, Lack, Social Workers & Psychologists Cottage 122 Alicia Dr. Summerville, SC 29483 ×65 includes
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01
Stay calm and composed: It is important to remain calm and composed while dealing with angry clients. Take a deep breath and try to maintain a professional demeanor throughout the interaction.
02
Listen actively: Give the client your undivided attention and actively listen to their concerns. Let them express their frustrations and ensure that you understand their perspective.
03
Show empathy and understanding: Demonstrate empathy towards the client's situation and validate their feelings. Let them know that you understand their frustration and that you are there to help.
04
Apologize sincerely: If you or your company are at fault, apologize sincerely to the angry client. Take responsibility for any mistakes and assure them that you will do everything possible to rectify the situation.
05
Offer solutions: Work collaboratively with the client to find a solution to their problem. Offer alternatives, compromises, or any available options that can help resolve the issue.
06
Follow up: After addressing the client's concerns, follow up with them to ensure that the problem has been resolved to their satisfaction. This helps to rebuild trust and maintain a positive client relationship.

Who needs working with angry clients?

01
Working with angry clients is important for anyone in a customer service role or those who interact directly with clients on a regular basis.
02
This includes customer service representatives, account managers, salespeople, support staff, and any other professionals responsible for maintaining client relationships.
03
Additionally, employees in management positions or those involved in customer relations may also need to work with angry clients to resolve escalated issues.
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Working with angry clients involves diffusing tension, listening to their concerns, and finding a satisfactory resolution to their issues.
Employees who interact with clients on a regular basis are required to document and report working with angry clients.
Employees should provide a detailed description of the interaction, including the client's concerns, actions taken to resolve the issue, and any follow-up steps.
The purpose of working with angry clients is to maintain positive relationships with clients, address their concerns, and prevent further escalations.
Details of the client's concerns, actions taken to address the issue, and any outcomes of the interaction must be reported on working with angry clients.
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