In your career as a client servicing executive, you might come across not-so-easy clients. Their reasons for venting may or may not be justified. But you have to give them your best ear and take everything they say with a pinch of salt. Because in advertising parlance, the client is the king!
How to keep your cool with your clients?
CALM-A-SUTRA
Remain calm and listen closely, even when you might want to slam the phone down. Acknowledge the extremely angered client without reacting because that could land you in some serious trouble.
BE UNDERSTANDING
Sit through the entire issue and let them know that you are extremely sorry about it. Say it out loud a couple of times. You must sound sincere and understanding during the whole process. Also, try to add a little humour to lighten up the moment.
DO NOT OVER-PROMISE
Don’t be too flowery or go overboard. Be clear, concise and try to solve the problem without creating another one.
STRESS- BUSTER
We know what you’re feeling right now. Dejection is written all over your face. Well, don’t take it to heart. Divert your mind by taking a walk or listening to music for a while.
SOLVE IT INSTANTLY
Be quick! Take charge and tell your clients that you already have Plans B, C, and D ready. Make sure that the message is clear to both parties. Keep no grudges against your client and remember that he/she isn’t your enemy. Maintain professionalism and see that your mission is accomplished.
Phew! Your job is tough and builds up a lot of pressure, but stay strong because ultimately it is you who has to save the day!