Clients from Hell?! The Ultimate Emergency Guide to Calm Angry Clients Down

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You find yourself in a situation where your client is screaming at you? Follow this 6-step emergency guide to handle angry clients. This guide is especially tailored to the needs of professionals in advertising, media and marketing and client relations.

Business

EMERGENCY GUIDE
How to calm angry clients down

What happened?!
Your client is suddenly
screaming at you!

Try this!
6 STEPS TO CALM
ANGRY CLIENTS DOWN

1. Pay attention, but
don’t disturb
• Furious people often just need to
scream their anger out. Think about
little kids. They scream often without
a real reason.
• Let your client talk. Be patient. This is
the first step in de-escalating the
situation.

2. It helps when you smile
• When you’re on the phone, try to
smile. It seems a bit weird, but
it’ll relax you.

Smiling experiment
Researchers discovered:
Smiling during a period of stress helps to
reduce the body’s stress level.
Remarkable: It works regardless of
whether a person feels happy or
not. Just the fact that your cheeks form
a smile will calm you down.

3. Listen actively, repeat
your clients concerns
• Your goal is to find out why your
client is upset.
• If you understand the problem
you can work towards it.

4. Apologize to change the
emotional stage
• Your main goal: Bring your client back
to a rational level!
• A good way to reach an emotional
transformation is to show empathy
and say sorry.
• State that you fully understand.

5. Figure out a solution
• You figured out how to bring
your client back to a rational
level?
• Try to offer solutions and agree
on it.

6. Take action and
follow up
• You agreed on something?
Congrats!
• Now take action: Explain the
steps you are going to take to fix
the problem.
• Don’t forget to follow up!

The Ultimate List to Calm Angry Clients Downs
1. Let the dragon vent
2. Stay calm and smile
3. Listen actively, repeat your clients
concerns
4. Apologize to change emotional state
5. Propose a solution
6. Take action and follow up

blog.filestage.io
BUILD GREAT
CLIENT RELATIONSHIPS

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