How bankers should handle conflict with a client  

So many times it happens that clients lose their cool with the only people who can help them sort out a problem. Bank tellers should still at all times keep their composure. The bank will always be there, but if a client walks out because of lack of good client service, the rest will soon follow suit. A major uproar can change the course and reputation of a bank.

Be kind to the cruel

With social media sites on everybody’s lips and Hello Peter just a click away, saying the wrong thing can ultimately damage any reputation. Even if the client is wrong, let them vent while you remain calm. It’s hard to maintain a good rage when you’re faced with someone who insists on remaining calm, polite and reasonable. The best you can do when faced with an ill-tempered client is to let them know you’re on their side. Use statements like, “I understand,” “That must be so annoying,” and “Let’s see what we can do to fix this,” can go a long way towards making someone feel heard and understood.

But still stand your ground

Being patient and empathetic can only get you so far, know where to draw the line. If someone is so irate you clearly won’t get anywhere with them, you need to firmly tell them that their behaviour is unacceptable. It would be a different scenario if the person was stuck inside the bank’s man traps, to act in an impolite manner. Don’t be afraid to tell someone that if they can’t conduct themselves professionally, you will walk away.

Respect your client

Respect can go a long way. Remember that everyone is human, remember how you feel when you get upset, and force yourself to talk to the person as if they’re a sensible, respectable adult — even if they are acting out of control. Always keep in mind that as the bank’s employee, you are seen as the face of the bank. You may just be an employee, but you are in fact a representative of the bank.

The tone of voice

It’s not what you say it’s how you say it. To ensure that you aren’t losing your temper, speak slowly. It might sound ineffective, but keeping your voice soft and speaking in a careful, measured tone can do wonders to diffuse a tense situation. You should always speak a little slower than natural to you. Talking too quickly can make you sound nervous and frustrate the other person and only adds to the chaos.

Last words of encouragement: If things get too out of hand you can call the head of your department to defuse the situation. You have every right to walk away whenever you feel that the level of conflict has risen to the extent where it evokes your inner peace. If you are being disrespected you do not have to put up with it for the sake of keeping a client happy.


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