The Situation
A client is unhappy. Maybe something went wrong, expectations weren't met, or they're just having a bad day. They're expressing frustration and you need to handle it.
Why This Conversation Is Difficult
- Their emotion can trigger your defensiveness
- You might not be able to fix the underlying issue
- They might be unreasonable
- Stakes feel high: losing the client, reputation
Your Goals
- Let them feel heard before trying to solve
- Stay calm regardless of their tone
- Find out what resolution they actually want
- Offer a solution or path forward
Phrases That Work
"
I hear that you're frustrated, and I want to help fix this.
"
I'm sorry this happened. Let me understand exactly what went wrong.
"
That shouldn't have happened, and I take responsibility for it.
"
Here's what I can do right now to make this right.
"
What would a good resolution look like from your perspective?
Common Objections & How to Handle Them
"This is unacceptable!"
Agree it's a problem, focus on solution
"I want to speak to your manager"
Offer if appropriate, or explain you can help
"I'm never using your service again"
Focus on fixing this situation first
Ready to Practice?
Try this conversation with an AI avatar. Get real-time feedback and build confidence.
Start Practicing This Scenario