by 
Anonymous
ANSWERS: 1
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Well, these have worked for me - 1. Acknowledge that they are angry, and that you are trying to help them. Stay calm and have a low voice, which encourages them to do the same. If they don't stop shouting, tell them that you have very sensitive hearing, and you can help them faster if they speak in a normal voice. 2. "The best way that I can help you is to get a few more specifics, so that I can address those issues directly. Can we go over these now?" This avoids the 'you all suck' and non-specific abuse hurling. 3. Set expectations. Tell them what your next steps are, and what you can and can't do. Tell them exactly [as much as you can] when they should next expect to hear from you or someone else. 4. If you must transfer the client to another person, whether in person or on the phone, stay with them until the handoff is complete, and thank the client for their time. 5. Make sure you keep any promises you made. Keep in communication with the client as much as possible. If something changed, and you can't deliver what you said, explain why. Best of luck!
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