As a team lead how do you pacify an angry client?

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ITJobZone - Recruitment

  • Aug 9th, 2007
 

There are two rules to follow when dealing with a client:
1st : Client is always Right
2nd: Even if the client is Wrong, Refer to rule no 1.

Since the client is angry, as a lead accept the mistake (blame) whatever the client has to say. If you start with this... the client is bound to get relaxed after 5/10 minutes of shouting... Then try to explain the game plan to follow from NOW (Please prepare for this as a lead you should be ready for this anytime).

Triguna

  • Jul 23rd, 2010
 

Identify why the client is angry, is it because he does not like the company or you or someone else or the project? To know why is angry is difficult. Once you know you can handle it carefully. Because he is going to pay you from his pocket for your company. If you loose him you are going to loose money for the company.

mkkkks

  • Jul 10th, 2012
 

There is only 1 rule while dealing with the client, the Client is business, and business is butter. Acknowledge the error, assuage the client with a clear cut action plan to ensure the happening is not repeated. Walk that extreme mile to ensure the cliet clearly see you mean to deliver. Keep a professional approach, the master has all the rights to drive the business in their manner.

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tcmaster

  • Aug 15th, 2012
 

No matter what, try to calm down the client first. Then chase the root cause, solve the problem, and make him happy.

Angry client does not always mean bad. Its good time to show the client the way you resolve problem. If dealt well, you'll get a even more loyal client. Of course its also easy to drive him away.

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Matt Joyce

  • Jun 17th, 2015
 

Listen intently - they need to tell you how they feel.
Check your understanding of their sentiment and reasons - they need to know you understand. Apologies - just do this.

Suggest a course of action which will improve their situation.
Make a promise to keep them updates and deliver.

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