Did you know that client management is one of the things that help your company reach its goals? It is! Without it, your business will be in the dark when it comes to navigating the needs of your clients. The needs of your client should always be prioritized to make sure that you are providing the right services. But some businesses take client management for granted, which should not be the case.
One of the facets of client management is conflict resolution. It includes the way you deal with the irate moods and irrational arguments of your clients. You need to appease them—but the challenge is to appease them without negatively affecting your team.
There are some ways you can make good things happen for both your team and your client. If you are looking for some pointers, let this article become your guide. Here are some of the things you may want to take into account. Some of them can be learned when you take a key account management course.
Do not take it personally
The first step to successful conflict resolution is not to take things personally. Your client may be angry because of job-related problems, but it does not mean that it is your fault; maybe it is your action that caused the trouble or whatnot—not you. This is the point where you need to stay objective. If you become too emotional, you may end up answering back to your client. And when that happens, you are jeopardizing your relationship with them.
Take the blame (if reasonable)
If you have determined that your team causes the problem, do not be too defensive about it. If you are too defensive, your client will just get angrier. Instead, say your apologies. But only say them if your team is really at fault. If you always say “sorry,” the meaning of the word will be useless in the future, and your client may even see it as a sign of weakness.
Always come back with a solution
When the irate client tasks you to find a solution, do so. A lot of account managers or business development officers usually make the mistake of asking more questions, which should not be the case. You should always get back to your client with a solution—it is your job. To get the right solution, you need to talk to your client. This is where your listening skills will be put to good use.
De-stress (because you deserve it)
Dealing with irate and irrational clients will make your head spin. It may even take a toll on your emotional wellness. So what you should do after dealing with them is that you take some rest. You may take a day off if you want; you deserve it after all.
Do not over-stress when dealing with your angry client. Complement their bad vibes with your calm demeanor. Because if you retaliate with a temper, things will get worse. It is your job to make things better.