Dealing with the ANGRY CLIENT

Hananiah Jules
7/27/2020
a) Why there are limits to an individual’s responsibilities when dealing with customers.
There are always organizational practices
and procedure which allows employees to
remain professional. Among these are limits
which determine at which point an
employee’s work ends as it relates to
customer service. No limits equates to
crossing of boundaries and getting too
involved with the customers. Employees
should always recognize the limits of what
they are and are not allowed to do when
delivering customer service. Referrals to
persons of higher authority can be made
when a task seems to extend beyond an
employee’s limit.

b) Why is it important to communicate effectively?

Effective communication is vital to the survival of any establishment. It is a pillar on which
teamwork is built. Through communication, team members can support and assist one another.
Better relationships are fostered by nurturing respect and trust. It allows one to hear other’s
opinions and develop new innovative ideas. Communication keeps all relevant parties engaged,
thus increasing efficiency, effectiveness, productivity and overall satisfaction. Furthermore, it
prevents problems which may arise and resolves existing problems by allowing everyone to have
an input and discuss issues until a mutual understanding is met.
 What method of When would it be best to
communication could be
use the various methods??
used??

Theraupeutic silence- When patient

pause and allow the appears confused or
client to reflect on the
situation or what
is unsure of where
he/she wants to do their anger stemmed
next from

Backing off- allows When patient is

anger to diffuse and
very angry and
prevents further
escalation of physically
problems aggressive

When client is
Talking to client in a
angry, but is not
calm, collected and
acting up and can
controlled manner.
be reasoned with

Empathy/sympathy: When client’s

put yourself in the situation seems
client’s shoes to better
understand their overwhelming or
current emotions anger is justifiable