Tips for Handling Difficult Customers

Over the past year or two I’ve learned a clever mind trick for dealing with "difficult" client requests.   (It’s a mind trick I play on myself, not the client.)   When the client says or requests something of you that’s upsetting, frustrating or disappointing, rather than get wrapped up the feeling, use it as an alert.   And alert that a boundary might be in jeopardy and needs attention.   Here’s an example. Last year I had a client request something of me that was clearly outside the scope of our engagement.   Normally I would have wrestled with that request and maybe even acquiesced because it seemed like a good “customer service” thing to do.   That that would have led to feelings of resentment and helplessness. It may have even ruined my day.   But because I was much more aware of the boundary issue, rather than ignoring it and making a bad decision, I used that emotion as my trigger.   Don’t get me wrong. I still felt that core negative emotion. But I was able to detach enough from that emotion to see the situation more clearly.   I didn’t tell her “no,” but I gave her another option that I knew would work well for both of us—a true win/win.   She was super happy. I was happy. Everyone benefited. And I didn’t get into a negative spiral like I may have done before.   A big part of this is awareness. Just thinking about this stuff daily.   And by the way ... you don’t have to come up with solutions on the spot. You have the right to hit “pause” and tell the client you’re going to think about it and get right back to them.   It’s not about being quick on your feet. It’s about using emotions as your trigger for following a different script.   One that serves everyone much better.   #ClientManagement #EmotionalIntelligence #BoundarySetting #EffectiveCommunication #ProfessionalDevelopment  

Managing Difficult Conversations Original Content Creator: Harry Karydes (Give him a follow) --------------- Do you find yourself avoiding confrontation at all costs? Here's a better way: 🟢 Step 1: Setting the Stage ↳ Prepare Mindfully: Prioritize introspection to align your intentions and desired outcomes for the conversation. ↳ Cultivate Empathy: Step into the shoes of the other party to grasp their perspective and foster genuine understanding. 🟢 Step 2: Navigate Emotions ↳ Maintain Composure: Stay poised and composed, refraining from impulsive reactions triggered by emotions. ↳ Validate Feelings: Acknowledge and validate the emotions expressed by both people, creating an atmosphere conducive to constructive dialogue. 🟢 Step 3: Active Listening ↳ Listen Intently: Devote your full attention to comprehending the speaker's message without interruptions or distractions. ↳ Seek Clarification: Pose clarifying questions to ensure mutual understanding and prevent misunderstandings. 🟢 Step 4: Choose Your Words Wisely ↳ Use "I" Statements: Express your thoughts and feelings using first-person language to avoid accusatory tones. ↳ Present Solutions Positively: Frame suggestions in a constructive manner, fostering collaboration and mutual respect. 🟢 Step 5: Finding Common Ground ↳ Identify Shared Goals: Explore common objectives or values to establish a foundation for agreement. ↳ Highlight Mutual Benefits: Emphasize the advantages of resolving the issue for both parties involved. 🟢 Step 6: Manage Expectations ↳ Be Realistic: Set attainable expectations for the conversation's outcomes, considering all perspectives. ↳ Clarify Responsibilities: Clearly outline the next steps and responsibilities to uphold accountability and progress. 🟢 Step 7: Focus on Solutions ↳ Adopt a Problem-Solving Mindset: Shift the conversation's focus from assigning blame to identifying actionable solutions. ↳ Foster Collaborative Brainstorming: Encourage input from all parties to cultivate innovative approaches to problem-solving. 🟢 Step 8: Follow Up ↳ Reflect and Improve: Evaluate the conversation's effectiveness, identifying areas for refinement and growth. ↳ Schedule Follow-Up: Plan subsequent discussions to monitor progress, address any remaining issues, and ensure the implementation of agreed-upon solutions. 📌 PS...Remember, the ability to navigate difficult conversations is a skill that grows with practice and patience. ________________ Original Content Creator: Harry Karydes (Give him a follow)

How do you handle difficult conversations at work? Handling difficult conversations at work can be challenging, but following these steps can help you navigate them successfully: #1- Prepare beforehand: Think about what you want to say and the purpose of the conversation. Consider your goals, facts, and any evidence or examples to support your points. #2- Choose the right time and place: Find a suitable time and private space to have the conversation. Ensure you won't be interrupted or overheard. #3- Stay calm and composed: Keep your emotions in check and remain professional throughout the conversation. It's essential to approach it with a level head. #4- Active listening: Give the other person a chance to express their thoughts and feelings without interruption. Demonstrate that you genuinely value their input and perspective by actively listening. #5- Empathy and understanding: Show empathy by acknowledging the other person's feelings and concerns. Be understanding, and validate their experience without dismissing or minimizing their emotions. #6- Be clear and concise: Present your thoughts and concerns in a clear and concise manner. Use "I" statements to express how you feel rather than placing blame on the other person. Focus on specific behaviors or situations rather than making generalizations. #7-Seek solutions collaboratively: Instead of focusing on blame or winning the argument, aim to find mutually beneficial solutions. Discuss and explore different options together, keeping the conversation focused on reaching a positive outcome. #8- Maintain professionalism: Even if the conversation becomes heated or emotional, remember to stay professional and respectful. Avoid personal attacks or derogatory language. #9- Follow up: Once the conversation is over, summarize the discussed points and any agreed-upon actions in an email or written note. This ensures that both parties are clear about what was discussed and any next steps. #10- Learn from the experience: Take time to reflect on the conversation, identifying what worked well and what could be improved. Learning from the experience will help you handle future difficult conversations more effectively. Remember, difficult conversations are an opportunity for growth and improvement. To learn more about how to handle difficult conversations or to schedule time to talk with Dr. Linda about training for your leaders or your teams, click the link: https://lnkd.in/gyD5HmZt

It’s taking a beat before reacting. Especially when you want to explode. This is a superpower that we all possess but it takes strength to choose it. Here are a few suggestions on how… 1. **Pause and Breathe**: Take a moment to breathe deeply. Count to ten or take a few deep breaths. This helps to calm your nerves and gives you a moment to collect your thoughts. 2. **Identify Your Feelings**: Acknowledge your emotions. Are you angry, hurt, or disappointed? Understanding your feelings is the first step to managing them. 3. **Reframe Your Thoughts**: Instead of focusing on the negative aspects of the person or situation, try to see things from their perspective. This can help you empathize with them. 4. **Choose Your Words Wisely**: When you respond, think about how your words will affect them. Aim to express your feelings calmly. You might say something like, "I feel frustrated when this happens," instead of attacking the person. 5. **Take a Break**: If emotions are running high, it might be a good idea to walk away for a little while. This allows both parties to cool down before re-engaging in a conversation. 6. **Practice Active Listening**: When you talk, listen to what the other person has to say without interrupting. This shows respect and can help you understand their viewpoint better. 7. **Focus on Solutions**: Instead of dwelling on the negative behavior, try to discuss ways to improve the situation or prevent it from happening again in the future. 8. **Use Humor**: If appropriate, a light-hearted joke can diffuse tension. Just make sure it’s in good taste and won’t come across as sarcastic. 9. **Set Boundaries**: Being kind doesn’t mean you have to accept bad behavior. If necessary, assertively set boundaries while maintaining a respectful tone. 10. **Reflect Later**: After the interaction, take some time to reflect. What strategies worked? What could you do differently next time? This helps you grow and handle future conflicts with more grace. Remember, kindness doesn’t mean you have to suppress your feelings. Being kind while addressing issues can lead to healthier and more constructive relationships. #BeKind #KindnessisaStrength #

Have you ever been spit on for going to work? I have—𝘥𝘰𝘻𝘦𝘯𝘴 𝘰𝘧 𝘵𝘪𝘮𝘦𝘴. 👮🏾♂️ Putting on a uniform to "serve and protect" meant opening yourself up to these kinds of attacks. 𝗦𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 doesn't get much more difficult than this. 🍀 Lucky for you, there are three things I learned as a police officer that you can use today to work with difficult stakeholders: 1. 𝗟𝗶𝘀𝘁𝗲𝗻. I don't mean just hear the words, but actually listen to what they are saying. Pay close attention to the person you're dealing with, reflecting on their concerns and emotions, and responding empathetically. This helps build rapport, demonstrates understanding and makes the person feel heard and respected.     2. 𝗧𝗮𝗸𝗲 𝗶𝘁 𝗱𝗼𝘄𝗻 𝗮 𝗻𝗼𝘁𝗰𝗵. Practice de-escalation techniques. The more amped up and loud someone else gets, the softer you should get. Use calm, non-threatening language. Maintain an open body posture and for the love of all things holy, don't personally attack the other person, i.e., "are an an asshole!"     3. 𝗗𝗼𝗻'𝘁 𝗿𝗲𝗮𝗰𝘁; 𝗿𝗲𝘀𝗽𝗼𝗻𝗱. Take a step back and think before taking action in a situation. Reacting allows your emotions to guide your response without considering the consequences or the best course of action. Responding involves taking a moment to assess the situation, gather information, and make a thoughtful, deliberate decision on how to proceed. Dealing with difficult stakeholders is a part of doing business. Hopefully, my experience can make this a little better for you. And if nothing else, at least you aren't getting spit on 😆. ~fin~

I recently had an intense meeting with an aggressive audit client. Dealing with high-pressure situations and managing stress is part of the job. But this meeting was a lesson in patience, empathy, and strategic communication. Here are 5 invaluable lessons I learned in those exhausting 2 hours: 1. 𝗦𝘁𝗮𝘆 𝗳𝗼𝗰𝘂𝘀𝗲𝗱 𝗼𝗻 𝘁𝗵𝗲 𝗳𝗮𝗰𝘁𝘀:    In face of aggressive questioning,    emotional neutrality is key.        Stick to the data, the facts,    and the audit issues. 2. 𝗥𝗲𝘀𝗽𝗼𝗻𝗱, 𝗱𝗼𝗻'𝘁 𝗿𝗲𝗮𝗰𝘁:    Emotional reactions can    escalate conflict.        A calm, collected response    can help diffuse tension. 3. 𝗟𝗶𝘀𝘁𝗲𝗻 𝗔𝗰𝘁𝗶𝘃𝗲𝗹𝘆:    Often, aggression comes    from feeling unheard.        Active listening shows    respect for their views and    can smooth the conversation. 4. 𝗕𝗲 𝗳𝗶𝗿𝗺 𝗯𝘂𝘁 𝗿𝗲𝘀𝗽𝗲𝗰𝘁𝗳𝘂𝗹:    Standing your ground is critical,    but it's important to maintain respect.        Our words reflect our professional integrity. 5. 𝗣𝗿𝗮𝗰𝘁𝗶𝗰𝗲 𝘀𝗲𝗹𝗳-𝗰𝗮𝗿𝗲:    Post meeting, it's crucial to destress.        A few minutes of deep breathing,    a walk, or even a cup of tea    can help reset your emotional state. Have you faced similar situations? How do you deal with aggressive clients? ---------------------------------- Hi there, I'm Rob. I teach people (especially auditors) how to become awesome. ---------------------------------- Repost ♻️ if you found this useful Let's Connect --->Robert Berry #thatauditguy #internalaudit

20 Phrases to Set Boundaries with Difficult Customers https://lnkd.in/gYvJr4rD Dealing with difficult customers who use profanity or make racist remarks requires clear and assertive communication. Here are 20 professional phrases I share in my de-escalation workshops to help you set boundaries effectively:   "I must insist on respectful communication during our interaction." "I cannot continue this conversation if disrespectful language is used." "I'm dedicated to helping, but I require respectful dialogue." "Let's focus on resolving the issue without using offensive language." "I'm committed to assisting you, but I won't tolerate disrespectful behavior." "I understand your frustration, but I cannot engage when offensive remarks are made." "I'm here to help, but I cannot accept discriminatory language." "I must ask that we communicate professionally and respectfully." "I value your input, but I need you to communicate without using offensive words." "I take all customer concerns seriously, but I require respectful interaction." "I'm dedicated to finding a solution, but I cannot tolerate disrespectful conduct." "Let's work together to address the issue respectfully and professionally." "I'm committed to assisting you, provided our communication remains respectful." "I understand your frustration, but I cannot tolerate derogatory language." "I'm here to help, but I need you to communicate respectfully for us to proceed." "I'm committed to resolving this, but I cannot engage in disrespectful dialogue." "I cannot continue this conversation if offensive language is used." "I'm dedicated to assisting but require respectful communication." "I value your business but insist on respectful and professional interaction." "I'm here to help but cannot engage with discriminatory language or behavior." These phrases assert your commitment to assisting the customer while firmly setting boundaries against the use of profanity or racist remarks.

Saying "this might hurt" is not the best way to soften the blow of a difficult conversation. 📌 The phrase "this might hurt" can be confusing and misleading. It can make the other person feel defensive or anxious, and it can make it difficult for them to hear what you have to say. Instead of saying, "This might hurt," it is better to be direct and honest about what you need to say. State the issue clearly and concisely, and explain how it is impacting you. For example, instead of saying, "This might hurt, but I need to talk to you about your work performance," you could say, "I'm concerned about your recent work performance. It's not meeting my expectations, and it is impacting our team." It is also essential to be open to the other person's perspective. Be willing to listen to their concerns and try to understand their point of view. This will help you to have a more productive conversation. Here are some ideas to help you deliver difficult feedback: Set aside time for the conversation. Don't try to have a difficult conversation when you are rushed, stressed, or hungry. Instead, schedule a time to talk when you can both be focused and present. Choose a private location. Have the conversation in a place where you will not be interrupted and where you feel comfortable speaking freely. Focus on the behavior, not the person. Avoid personal attacks or generalizations. Instead, focus on the specific behavior that is concerning you. Be specific and provide examples. Don't just say that the person is "doing something wrong." Instead, give specific examples of the behavior that is problematic, as you want to give them a chance to find a solution. Be open to feedback, even if you think your needs and expectations are precise. It is possible that your message was misinterpreted or that the other person has a different perspective. Be willing to concede their point of view and be open to hearing their feedback. They may have some valid points that you did not consider. If you realize that you made a mistake, apologize. Remember, difficult conversations aim not to hurt the other person. It is to communicate your needs and expectations in a way that will lead to an improved outcome. By being direct and honest and by being open to the other person's perspective, you can have more productive and effective difficult conversations. 🧙♂️ Imagine that you have a magic wand that can make one thing about difficult conversations easier. What would it be? #management #humanresources #personaldevelopment #partnerships

Underrated skill as a #customersuccessmanager: having difficult conversations The difference between good and average CSMs might be the ability to relay difficult information to your customers. Done well, even bad news can be used to build customer relationships. So what’s the formula? Here’s our approach: 1️⃣ Be direct. Rip off the bandaid, and don’t sugarcoat it 2️⃣ Listen 3️⃣ Anticipate and acknowledge the frustration 4️⃣ Listen 5️⃣ Be prepared with proposed next steps 6️⃣ Listen 7️⃣ Focus on the path forward In these 7 steps, we’re focused on: transparency, trust, active listening, and preparedness. What else would you add? (By the way, this goes well beyond customer success) === #customersuccess #software #saas