Angry customers - how to deal with you.

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Tips For Translators To Deal With Angry Customers

Translators have to deal with angry customers or difficult clients sooner or later.

There is no one-size-fits-all response to every situation. Nothing hurts your business more than bad customer service.

When you do find yourself with a disgruntled customer, remember to stay calm and be professional.

Let’s just assume you are an expert translator providing quality translation service. Let’s assume the reason of the anger is not because of the overall work quality.

Occasional mishaps occur to every professional. But if you are having people complaining about your translation work too often, frankly it is time to evaluate why it is happening.

Whether it is by seeking out a professional opinion or considering upgrading your skills, sometimes we all need to look at a problem from a different point of view.

If you still have a passion for translating, then it is up to you to find a solution.

Good customer care is the key to bring your clients back.

Maintain good communication with your clients throughout the entire time of your work. Make corrections as soon as you realize a mistake has been made.

Do not try to cover it up. Nobody expects you to be perfect. Nor will you be.

You are expected to do your work professionally and accurately. It's important to maintain a consistent ethical position – that’s why honesty will always be a great policy.

If you still find yourself confronted by angry customers after you’ve done all the right things, you need to follow these tips:

1-Make sure it’s not your mistake that caused the problem.

Confirm that what you believe was your final product was done as you remember it. It doesn’t hurt to double check and make sure you are not the one to blame.

2-Do not take it too personally

Sometimes your clients aren’t angry with you personally, but rather with the situation that they are in now. What they really want is to solve the problem.

3-Do not respond with anger

You may feel your client’s anger was unjustified and they are acting unreasonably. But as a professional you are expected to always listen and react in a responsible and reasonable manner.

Do not get emotional or defensive, but listen to their questions and concerns.

Make sure the tone of your voice (calm) and your body language (positive and non-threatened) are also sending the same message.

But don’t allow the complaint to overheat. If necessary, you may need to request some time to consider the issue or problem on your own, whether it be a few minutes alone or for another day.

You cannot negotiate a solution with an angry person.

4-Listen to your clients

It is extremely important to give an angry customer an opportunity to vent. Most often they just want to feel like someone cares and really wants to help.

Maintain eye contact when applicable. Get all the facts and take notes if necessary. But assert some control over the situation --don't let yourself be lectured.

It's equally important to show confidence.

5-Acknowledge their problem

You can apologize for the inconvenience the situation has brought him/her.

Showing empathy is an effective way to handle angry customers. You don’t have to agree with them, but you can validate the person’s feelings and make them feel they are heard.

6-Explain why your resources are limited in accommodating their need.

You can't always give them what they want.

Be open and honest about what you can do and what you can’t. Be firm but polite.

7-Thank your client for bringing this issue to your attention

A positive, clear response can often diffuse an angry situation. People are more likely to respond reasonably when they feel they are being heard, and that you are considering their concerns.

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