Let them get it all out. In many cases, they'll sputter out like a balloon.
Speak normally (not softly).
Ignore the old advice on this score. How irritating is it when someone talks softly to you? It brings out the 2nd grader in you, doesn't it? Unless you like witnessing people revert to childhood antics, avoid causing tantrums by speaking in a neutral voice.
Additionally, some people take the "kill them with kindness" approach too far, not realizing that killing with kindness is actually just a thinly veiled form of being unkind.
In many cases, angy clients just need time to vent. If you can hang on, they will probably loose steam.
The result is the same-an angry client.
Empathize.
It never hurts to put yourself in the client's shoes. We've all been there-irked at company's or employee's wrongdoing. Try, try, try not to take anything personally.
Make sure you understand what they're saying.
(But don't do that maddening repeat-everything-they-say routine. That will just stoke the fire.) Most disputes are the product of misunderstanding. Get to the bottom of it, and there's usually a way for both to save face and walk away.
Err toward taking the blame.
Let's say your powers of argument are such that you convince the other person that he's wrong and a jerk to boot. What have you gained? Not a client, that's for sure. Keep in mind that it's far easier to placate and retain a customer than win over a new one. You just have to swallow your pride occasionally.
Solve, don't deflect.
Maybe it was Jan in marketing who screwed up and caused the problem in the first place. Big deal. The customer doesn't care, and nothing is lamer than saying, "This isn't my problem, sorry. Let's wait until Jan gets back and really let her have it."
When it's time to apologize, don't be iffy.
Typical non-apologies:
Wrong: I'm sorry if you think I screwed up and ruined your day.
Wrong: If I screwed up and ruined your day, I'm sorry.
A real apology:
Right: I'm sorry I screwed up and ruined your day.
Realize that a solved problem doesn't always produce a happy client.
"In most cases there are two conflicting issues that occur simultaneously when dealing with irate customers," says John Mehrmann, a corporate trainer and president of Executive Blueprints, Inc.
"There first issue is the customer emotional distress. The second is the technical or administrative issue that caused the emotional distress. While it may seem logical to focus first on the technical or administrative issue that cause the emotional distress, it is important to acknowledge the customer anger first and the technical issue second."
