How to Keep Your Cool with Abusive Clients

Do you have a client who has been rude or even abusive to you? Whether you are promoting a product through a simple transaction or selling a more complex offering or service, you need to keep your cool…both for your own and your company’s reputation.

According to value selling training experts, the best way to handle a client when they use insulting language is to take a deep breath. Let the client’s words hang in the air a bit. Perhaps they’ll hear the anger in the tone and apologize. If not, you can speak up calmly. Say something like, “Excuse me. I’m not sure I heard you correctly.” Hopefully, they will recognize that they were out of line. At the very least you can congratulate yourself on maintaining your composure and not sinking to their level.

End the conversation and, if you have the decision-making power, end the relationship. Such clients are rarely worth the upset and angst they cause.

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