ARTICLE · 09 SEPTEMBER 2008

Crisis Over: How To Deal With Difficult Or Emotional Clients

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Emotional clients: what makes dealing with them so difficult and why do people shy away from these interactions?

AustraliaStrategy

Amy Harbrow

Emotional clients: what makes dealing with them so difficult and why do people shy away from these interactions? The answer is simple: it is being unprepared for the unpredictability of what might happen. The good news is, by making a few conscious decisions before these interactions you can feel more comfortable -and confident- in your day to day dealings with clients.

Clients can be emotional for a variety of reasons: they could have received bad service; believe a mistake has been made (either perceived or genuine); be experiencing personal issues; or simply be having a bad day. These experiences may alter their natural behaviour, so they could be perceived as aggressive, demanding, rude, crying, passive or talkative -to name a few.

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