Who do we have in the ring today? Oh, a difficult client...

Difficult people test every skill in the book. Firstly, screaming. Secondly, they're often very aggressive. Thirdly, the 'knock-out' - they become abusive. Your reaction...? "Well that depends on you," says Tracey Czakan, MD of Kelly, SA's largest staffing organisation.

"Being able to effectively deal with difficult clients will not only have a positive affect on your self-esteem, but will leave you feeling empowered to deal with challenges and you will get the worthy reputation of getting the job done.

"Maintaining positive relationships with clients and co-workers are more than just required, it's critical to the success of any business. Clients are the heart of your business, you want them, you need them and they are the underlying cause for your existence."

Czakan continues, "Every contact centre or collections agent will have to deal with an irate client at some stage. Training focuses on this aspect of client contact. The way you diffuse unpleasant situations has everything to do with your personality and your training. It takes a very special temperament to be able to handle difficult clients. Calming the situation is crucial, as is standing back and being objective. View the situation, assess the argument and use sharp decision making and communication skills to resolve the issues."

In pressurised and often volatile contact centre environments or when dealing with collections, you spend every hour of your working day negotiating, communicating and interacting with people. It's vital to have the skills to do this, not only effectively but professionally as well.

Czakan's advice is clear, "You're employed to deal with all clients including the difficult ones. It's easy to become embroiled in a two-way fight over the telephone and as a result, you can damage your company's reputation and your own career. Be very professional and exceedingly courteous. If a situation becomes out of hand, call your superior immediately.

"Being able to listen without the urge to interrupt is imperative when dealing with difficult clients. Rise above the situation and stop feeling guilty about being intimidated by clients. Probably one of the most important skills you can master is the ability to handle difficult people. Trust yourself, be confident and assertive without being aggressive, don't give up, you can do it!"

So, how can you handle these situations better?

Kelly's Czakan offers some pointers:
 
-- Anticipate problems when communicating with clients. Plan your response carefully.
-- Don't take the criticism personally, the client is expressing his anger on someone representing the company, not you personally.
-- Listen. It shows you're professional. Don't interrupt. Don't get defensive.
-- Understand the complaint fully. Repeat the problem in your own words. The client will have to listen and it adds calmness to the conversation.
-- Don't be evasive or misrepresent any facts. Answer the questions fully and honestly. If you don't know the answer to a problem, tell the client while stressing you will immediately find someone who can help. Then, take immediate action.
-- No problem raised by a client is insignificant. He/she took the time to call; it's significant to him/her.
-- If you cannot resolve the issue, discuss the matter immediately with someone who can, always keeping the client informed.
-- Be flexible, work with the client to reach agreement.

In conclusion Czakan says: "Remember, as the face of your company and the voice of your brand, you will get good and bad days. The secret is to always remain calm. Find what works for you. Outwit them with your skills."