Conflict & Complaints Copy

Difficult and Aggressive Clients & Complaints

The facts:

• Not all transactions are smooth.
• Some people are easy to deal with, others are not.
• It is also not possible to please everybody, all of the time.

It is understandable then that there will be times when complaints will have to be handled, problems resolved and, sometimes, aggressive behaviour will be encountered.

In the event of a client conflict the agent must conduct him or herself in a professional manner, and take ownership of the complaint and subsequent communication with the client until the matter is resolved to the satisfaction of both parties. Following up, and checking on the progress of complaints ensures that complaints are contained, resolved quickly, and do not escalate further.

Managing difficult or aggressive client behaviour effective begins with understanding what makes the client difficult or aggressive. The agent must first accept that the client has a problem and that the concern is very serious to them.

Through empathetic gestures and conversations the agent will be more likely to satisfy the client / customer. Keeping accurate records is essential, especially where external parties (eg Tribunals etc.) may be involved.

Real estate agencies that seek both positive and negative feedback are able to handle conflict better.

Having a procedure and documenting the outcomes of conflict provides the office with a record that can be used as evidence, as well as providing a framework for improving systems, communication methods, office policies and procedures, and ultimately, improves relations with client/customers.

Evidence exists that shows the vast majority of clients/customers are more loyal after the conflict is resolved satisfactorily than they were before the complaint arose.

Rapport-establishing phrases and questions should be used to practice and demonstrate suitable tone. The style must be highly sympathetic and interested rather than confrontational, competitive or challenging.

Remember – the problem is business, or work related and not a personal confrontation, so there is never a need to involve the agent’s personal feelings or emotions.

 

Consider this:

As an individual you will also experience conflict with businesses that you use in your personal life. In those encounters would you prefer empathy and understanding, or negative attitude and argument?

 

By understanding (not necessarily the same as agreeing) and sympathising with the client or customer a discussion develops, rather than confrontation.

There are some important steps to follow in order to adequately deal with these situations.

The main points to remember are:

1. Handle the client’s emotions first

You should accept that the emotions of the consumer need to be understood. These emotions may include anger, irritation, frustration, disappointment, worry, confusion, anxiety or fear.

• People need to have their say and let off steam.
• Try to let them do this without interruption
• Don’t take their anger personally or argue with them
• Never engage in a shouting match – that only makes things worse
• Never get defensive (“It’s not my fault, I didn’t do it”) as this will only upset them more and it sounds like you couldn’t be bothered listening to them because it “isn’t your problem”

 

2. Show them some respect

Reassure and empathise with the consumer and never dismiss or diminish their concern. This is difficult if the consumer is irrational but perseverance whilst the client is emotional is appropriate.

• Treat them pleasantly and attentively (soft on the person – hard on the problem) “I can see how that must have upset you” etc.
• Apologise for the consumer’s ill feeling and accept that regardless of whether the consumer is right or wrong the relationship is important to the agency.

 

3. Listen to them & gather information

When the consumer’s emotions are calmed seek information relating to the concern.

• They want an ear and you are it.
• Let them have their say.
• Don’t look for solutions until the exact problem is known and understood.

Empathic information gathering includes:

• Establishing what we need to know in order to help
• Asking for this information using the communication skills discussed earlier
• Establish the complainant’s needs and wants

Only through empathy and rapport can agents resolve and settle conflicts quickly and satisfactorily.

 

4. Be Assertive

Assertiveness is the ability to express views clearly and confidently. As with all conflicts resolution is the goal and assertive resolution requires the agent to know all the threats and opportunities of the complaint

• Restate the nature and background to the complaint / grievance
• Explain the needs of the agency and align the clients needs with organisational procedures and guidelines
• Explain that the aim is to resolve the dispute and not perpetuate bad feeling
• Notify them what can and cannot be done for them in a firm, friendly and honest manner

 

Assertive language that is typically used:

• I believe … … what do you think?
• We can do X or Y, which would you prefer?

 

Assertiveness is in no way arrogant or elusive, but should be direct and constructive.