Strategies For Managing Client Emotions

You ever get that sinking feeling when a customer won't stop venting, and you just can't get a word in edgewise? 😩 We've all been there - struggling to regain control of those heated calls. But here's a powerful tip straight from the customer service trenches: Link the communication chain. When customers are fired up, they've slipped into the emotional right side of their brain. And the more you try to interject logically, the more that chain breaks - leading to nonstop ranting and zero progress. To prevent that endless venting loop, you've got to validate their feelings first with a simple phrase like: "I realize this is frustrating for you." "I can see your point." "We want to get to the bottom of this as much as you do." With that one empathetic sentence, you're re-establishing that vital communication link. You're showing the customer "I hear you" before guiding them to a resolution. It's such a game-changer! That small validation puts them at ease, pulling them back from pure emotion into a mindset where they'll actually listen. From there, you can seamlessly steer the call using tactics like signposting ("In a moment, I'll need your claim number") and recapping next steps. But none of that works until you've first linked that communication chain. The next time an irate customer has you feeling flustered, don't get frazzled. Just link that chain with a dash of empathy - you'll instantly regain control of the conversation. I've made it a habit, and let me tell you - it's saved me more times than I can count! Give it a shot on your next heated call and let me know if it helps diffuse those tense moments. Sometimes the simplest solutions are pure magic.🪄

I froze when my first catastrophic injury client broke down crying in my office. Today, 20 years later, I know exactly what to do. Here's what changed - and why most young lawyers get this wrong: When I started practicing law, I was terrified of these moments. A client sharing their pain. Their fear. Their uncertainty. I'd try to quickly change the subject. Pull out documents. Talk about "next steps." Anything to avoid the raw emotion in front of me. But I was making a crucial mistake. I thought my job was to be the "tough lawyer." To stay clinical. To keep emotions out of it. I was wrong. What I've learned from thousands of cases: • People don't need a robot in a suit • They need someone who understands their pain • They need to know you truly care about their story The turning point came when I realized: Being uncomfortable with clients' emotions wasn't professional. It was fear. So I started leaning in. • Sitting in silence when needed • Letting them express their pain • Being human first, lawyer second The result? Better outcomes for clients. Deeper trust. More meaningful work. Because here's what they don't teach in law school: Your ability to connect with clients matters more than your knowledge of case law. To every young lawyer out there: Don't hide from the hard moments. Lean into them. That's where the real work happens. Follow for more insights from 20 years of personal injury law.

People Are Not Their Behavior – Managing Emotions in CX In customer experience, we often encounter emotional situations—whether it’s an angry customer or a frustrated colleague. A core NLP presupposition, "People are not their behavior," reminds us that emotions like anger or frustration often reflect the moment, not the person’s true self. Applying This in CX Imagine a customer becomes aggressive because their loan approval gets delayed. They may feel the delay reflects incompetence, poor service, or inefficiency. Instead of feeling this as a personal attack and being defensive, we can reframe the situation- politely explaining that the delay is due to enhanced verification processes, ensuring accuracy, fraud prevention, and meeting regulatory standards. This reassures the customer that the extra time is being used to protect their financial interests, turning a potential negative into a commitment to delivering quality service. In my experience, acknowledging a customer’s emotions while reframing the situation can diffuse tension and foster trust. Emotional intelligence is key—listening and validating their feelings allow us to build strong and meaningful relationships with customers. Internal Stakeholders and Colleagues The same principle applies to internal customers—our colleagues. In high-pressure environments, tensions can run high, but by separating the person from the behavior, we respond with more empathy and patience. This not only improves communication but strengthens collaboration and teamwork. Whether it’s an external customer or a colleague, remembering that people are not their behavior helps us maintain empathy and focus on the underlying needs. It’s not about the emotion in the moment—it’s about understanding and addressing the real issue behind it. Stay tuned for my next post on NLP techniques for managing high-stress customer interactions through active listening and reframing. #customerexperience #customerservice #nlpmasterpractitioner