How do you deal with difficult or angry clients without losing your professionalism or rapport?

I agree that active, empathetic listening is so important in any relationship, and is particularly helpful in managing client relationships. Remembering we're all trying to work together to achieve the client's goal is also key. It's about finding a way through that achieves those goals and that means recognising when your team haven't done the best job and really wanting to understand how we could have done better to make sure we don't repeat our mistakes.

This is great advice. I tell my team that feedback is an opportunity to strengthen a relationship. Listen, mirror, reflect, clarify and empathize. I've turned angry clients around by immediately responding with, "Thanks so much for bringing this to my attention." Instead of arguing, realize that they are giving you an opportunity to build trust, repair your reputation, or clear up a misunderstanding.

I try to remember that the goal isn't necessarily to get my clients to agree with the other party- it's to help them reach a mutual understanding. The best way to do this is to demonstrate empathy, and focus on understanding their perspective to make them feel heard. This approach is critical to finding a solution that respects everyone's needs and interests.

This is essential. I keep in mind that the problem is the adversary, not the person. When you can articulate the issue as the sticking point and not the person you're talking to, I'm always amazed at how quickly they can regain composure. Reflect with empathy that you can see how the situation is upsetting. Control the frame: you are both working together to solve this problem. Describe the mutual goal and remind them of the respect you have for them and their organization.

I acknowledge their frustration with the issue, process, and/or error. I will follow up with what I am going to do about it. For example, Client: “I am upset about…” Me: “I understand and apologize for your frustration. Here is what I am going to do to resolve this…” 1) Acknowledging and taking responsibility will go far with the client 2) Tell them the steps in your plan and give time frames. Be on the same page with the client 3) Admit when you don’t know the solution. Being honest with the client that you do not know how to proceed but you will find out will be received better than false information

A client does not want to hear step-around excuses that absolve any accountability. Be clear and direct. Step up and taking control of the situation shows the client your ability to take ownership and trust that the issue will be handled in a timely and efficient manner. When you spend the time to shift the blame you take away time to solve the problem and provide excellent customer service. Time spent on rebuilding the client's trust is more time well spent than creating additional contention for not taking responsibility for the situation.

A clear plan of action with individual steps laid out (typically in an email) has been an effective way for me to work through solutions. It's also been important to keep open and honest communication as we partner together on a solution, which can be challenging if the resolution is not reached as quickly as either of us would like.

I walk away from difficult or angry clients, reflecting on if how I handled the situation is the way I want to be seen as an account manager. Did my reaction reflect who I am at my core or did I allow their anger to lose focus on solving the problem? Speaking with colleagues that are also in difficult meetings can provide valuable feedback so you can make those necessary improvements. I take those moments and think about how I will react the next time as there always will be a next time.