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Types of difficult clients
The hurried clients
How to answer: Be brief and direct without sounding dismissive of their demeanour. Avoid going into detail, clearly convey your response. A hasty client should be made aware that an effort is being made to fix the problem.
Put a positive spin on your responses. You might note that a new delivery is anticipated by a certain date for their medicine or that you are moving quickly to get their medication elsewhere.
Uncertain clients
How to answer: Ask in-depth questions regarding their concerns. Any written information you have that can help seniors make decisions should be pointed out to them. Most crucial, pay close attention to what they have to say.
The irate client
How to respond: Apologize for the issue before starting the conversation, even if you don’t feel it’s necessary. Try to resolve the situation by responding to any complaints they may have in relation to the current scenario. It’s important to keep in mind that if you linger for too long, there is a greater possibility that a complaint will be lodged.
The picky client
How to respond: Be patient and use gentle language. Pay attention to their concerns and respond to them as soon as possible. To build trust, be receptive and show that you are seriously considering their concerns.
The enigmatic client
How to handle it: Ask pointed questions about their wants. You’ll most likely learn what you need to know from this to best assist them. Each question you ask should be meant to clarify the situation and bring you closer to your elderly client.
The dissatisfied client
How to answer: A solution is required for both angry and unsatisfied clients. Even if you don’t feel that one is required, start with expressing regret. Before making an alternative recommendation, check your company’s regulations. During the conversation, don’t dismiss their grievances or worries; rather, pay close attention and demonstrate empathy.
Tips to deal with difficult clients
1. Listen first
Try not to argue with or interrupt the elderly client. Allow the client to speak, even though you are aware of their lack of information and what they will say next. As you listen, take advantage of the potential to build a rapport with the client.
2. Establish trust by showing empathy.
Consider yourself the customer. Reiterate the reason they are frustrated and demonstrate your understanding of their circumstance. It will help to calm a customer down if you can relate to their issue.
3. Be more subdued
Think of yourself as the buyer. Reiterate the source of their annoyance and express your comprehension of their situation. If you can identify with a client’s problem, you can help them feel more at ease.
4. React as if all of your clients are present.
While you’re speaking, pretend that there is a larger audience witnessing the interaction in addition to the client. If the client’s behaviour involves verbal abuse, this shift in viewpoint can both help you respond more wisely and serve as an emotional barrier. An angry client can be a terrible referral who will repeat the conversation to other potential clients, so it’s in your best interest to try to ease their fears in a calm and collected manner.
5. Stay composed.
Breathe deeply and continue as though you were unaware of the client’s profanity or verbal abuse. A reciprocal answer won’t solve the issue and is probably going to make it worse. Instead, tell the irate client that you are accessible to help and that you are their best immediate alternative for resolving the issue. This simple comment typically defuses stressful situations.
6. Avoid personalizing it.
Keep the conversation focused and professional, even if the client brings up personal matters. Remember that the client doesn’t know you personally and is only venting their annoyance at you. Bring the topic of the problem and your proposed solution back into the conversation.
7. Keep in mind that you are dealing with a person.
Everyone occasionally experiences a bad day. It’s likely that your unpleasant client was displeased with their spouse, got a ticket that day, or was simply unlucky. We’ve all been there, to an extent. Try to understand them, and be a soothing, compassionate voice to make their day better.
8. If you say you’ll call back, do so!
Even if you couldn’t deliver the promised update, call the client at the scheduled time. The client will value the follow-up and be assured that you are not avoiding them.
Want to learn more?
ConsidraCare’s live-in caregiver are experienced professionals who know how to manage difficult client behaviours. Our team of senior care experts can develop a detailed care plan including the daily tasks of the caregiver.
Please reach out to us at wecare@considracare.com, or call us at 1-855-410-7971, and we will be happy to help you arrange care for a loved one.
