Understand the role of emotions in order to control them better
• Respond to the demands of a dissatisfied client
Receiving verbal abuse from a dissatisfied client is never going to be pleasant.
If this situation should occur several times within the same day or week, it will become extremely stressful for the person concerned, ultimately affecting their morale and motivation.
However, a client who complains is also a client who wants to remain loyal to the company and provide it with information about certain failures.
Giving consideration to such a client means ensuring their loyalty, and also represents a chance for increasing the quality of your service.
This positive outcome implies being able to control emotions generated by verbal abuse.
It also means mastering certain communication techniques to meet the client’s requirements as effectively as possible.
Learning plan
Analyse your reaction faced with verbal abuse
• Understand the role of emotions
• Become aware of your emotions
• Control your emotions more effectively
Master communication techniques for an improved response to dissatisfied clients
• Develop your empathy
• Be able to listen and rephrase the client’s expectation
• Respond to a client’s complaint in 4 steps