Dealing with Client Emotions when they complaint.
“When dealing with people, remember that you are not dealing with creatures of logic, but creatures of emotion…”
If you remember this statement during every one of your customer service interactions, you will be half way to understanding how to deal with customer complaints. You must be prepared to first deal with a client’s emotions and then deal with the actual issue.
Unless you can respect the client’s perspective, it will be difficult to deliver a solution that turns a negative situation into a positive one.
It’s not always easy to get to the root of a client’s issues. You may use the why underneath the why or create and empathy map leading to your client insight.
You must listen and understand the client before tackling the issue. However once you have identified the issue, there are a few steps that you can take to ensure the process leads to favorable results.
Your response to customer complaints can build trust and even create customer/client loyalty or even drive innovation to deliver added value to your clients
Nicos Paschali, International Author, Designer & Facilitator of Learning Workshops. Mental Discipline Coach. 
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