The moment you know a client is dissatisfied, anticipate and plan for an extended conversation. You will have to deal with their emotions before you can deal with the problem. It is common for a dissatisfied client to want vent.
Greeting Examples:
When you greet a client, especially an unsatisfied one, convey your intent to help them early through your greeting.
- Hello this is Andy, how can I assist you?
- Hello this is Andy, how can I help you today?
- Always remember to use proper tone.
Key Strategies When Client Is Venting:
- Listen to fully understand the problem from their point of view. Try to gauge what level of emotion they are on. Level 3 annoyance or level 10 furious.
- Apologize for the experience (this is not admitting fault but simply acknowledging that this is not the experience you want the client to have).
- Clarify and convey to the client by paraphrasing and repeating their owns words to show you understand their point of view and why they are dissatisfied.
- Do the above techniques even if you think their reasoning is misguided or untrue.
- Example: “To confirm I understand, you’re upset about the length of time this process is taking and the level of communication you have received regarding the claim. Is that correct?
Traps to Avoid
- Trying to solve the problem too soon.
- Sometimes the client is not in an emotional state to accept your answer.
- Rushing the client
- Sends message to the client that something is more important than they are.
- Pointing out where the client is wrong or blaming the client.
- This sends the message to the client that you are placing responsibility on them for everything that has happened and for why their expectations have not been met.
- Set it up so that the client can discover their missteps themselves.
- Example: “My notes show that we are missing the medical records showing your visits to the hospital. The challenge we have is that without those records it makes it difficult for us to prove your case.” Versus “We are waiting on you to get the documents we need, this is your fault not ours”
- Arguing with the client to prove a point
- Always convey that you and the client are on the same team.
- Raising your voice
- Sends message to the client that you are in attack mode and they need to defend themselves.
Responding to Frustrated Clients:
- When the Client doesn’t like your options and uses phrases like “This is unacceptable” “What am I paying you for” be sure to acknowledge their frustration.
- “I see you hoped for a better outcome. We always want the most for clients.
- Ask the client for permission to explain how you came to those options.
- Would it be ok if I gave you some background on how we got to these options?
- Provide the benefits of those options.
- How to point out a lie to a client without attacking them?
- The challenge we have is that the story does not match the evidence.
- What makes this difficult to prove is that there is no evidence to confirm your statement and that is what the ruling will be based on?
- There seems to be a disconnect between what you are saying and the evidence we have. Are you able to clear up some discrepancies for me?
Closing the Conversation:
- Present to them the options available and ask them how they would like to proceed.
- If possible, allow them time to think about it with a deadline set for a decision.
- Summarize and recap next steps. Include all the work you have done on their behalf to help demonstrate that you have done your very best.
Important! Remind the client of all the conversations you previously discussed about the risks and realities of the case and the commitment you made to provide them with the truth and the reality of the case so there are no surprises regardless of the information being favorable or unfavorable.
