Stay Calm and Professional
• When responding to a demanding client, it’s important to stay calm and professional. Don’t take it personally or get emotional. Take a deep breath before responding.
Empathize and Apologize
• Start your email by empathizing and apologizing. Say something like “I understand your frustration” or “I apologize for the inconvenience this has caused you.”
Explain the Situation
• Clearly explain the situation from your perspective. Provide context and reasoning behind any issues or delays.
Offer Solutions
• Provide solutions and next steps. Outline what you can do to resolve the issue or improve the situation going forward.
Use Positive Language
• Use positive, customer-focused language. Avoid defensive or passive-aggressive tones. Reassure them you are there to help.
Follow Up
• Promise to follow up with additional updates. Provide your contact details in case they have any other questions or concerns.
• Staying calm and empathetic goes a long way in diffusing tense situations with demanding clients. The free Chrome extension superReply can help take the stress out of difficult email replies by providing templated responses. I highly recommend installing it!