Okay, I have a client who just left me 3 voice mails in the last 40 minutes literally SCREAMING...because he wants me to get someone ELSE to call him back.
So, I need a nice way to tell him:
A. call that person yourself, I am not your secretary.
B. you are not allowed to yell at me and say bad words on my voicemail...
(mind you, I will get in trouble if I lose this client, so I do need to be nice...)
t
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Re: need help communicating with a client...
If possible tell your supervisor OR try and call him back and tell him you have other clients who were helping even if it is BS Or if it is not that important ignore till he goes away.
Jmg11
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Re: need help communicating with a client...
whats the deal with this someone else - why can't they call back?
wc0143
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Re: need help communicating with a client...
I would tell your boss & the boss the prick who isn't calling the client in the first place.
Donna
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Re: need help communicating with a client...
play dumb. Play the message for your boss and ask he/she how you should respond since you've never dealt with this before.
This way you're covering yourself but now someone else will know about the message.
ChristineC68
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Re: need help communicating with a client...
Tell your boss about the situation.
I would either ask the boss to call back to calm down the client and explain proper business protocol and that an apology to you is necessary.
Or tell the person that needs to be call about the messageand to get in touch with them, warn them about the agitated state they are in. Even though you are not their secretary I think calling them to say call a different # in the same organization will anger them more and you may not be able to be nice after they explode all over you on the phone.
When the client calms down, call them an explain that their messages were offensive and that you are due an apology.
suven
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Re: need help communicating with a client...
Posted by Jmg11
whats the deal with this someone else - why can't they call back?
he never even tried calling the person he needs. He just started calling me, telling me to get this person to call him. In no way am I responsible for this sort of thing. If he needs to reach someone, he has to call himself...
Maribelle7777
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Re: need help communicating with a client...
To be honest, I would blow it off for now and have the other person call them. Not worth it to call back and tell them to stop being an a$$hole (which they are being) because they are mad at something and just better to let them settle down first.
If they do it again then call back and say hi, here is so and so's number. Thanks, bye.
ETA: when I say to have the other person to call him I mean can you transfer his message to this other person? I'm assuming it's a v/m he's leaving if he's called 3 x's.
Jan05Bride
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Re: need help communicating with a client...
I'm apparently in the minortiy here but IMO, it sounds like you are servicing clients ... then what you need to do is service him.
Either call your co-worker and let him know the situation and pass on the messages and have him handle
or
Call back this upset client, and let him know for future reference the co-workers number and let him know you'd be happy to transfer him over there now.
Clients get grumpy, they take it out on us - not fair but they pay for our services and in the end our salaries and sometimes we end up being the punching bag. Do let you boss know how you felt and let him/her handle it the way they feel fit. I wouldn't go off on a client ever though.
MrsTC
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Re: need help communicating with a client...
Posted by Jan05Bride
Clients get grumpy, they take it out on us - not fair but they pay for our services and in the end our salaries and sometimes we end up being the punching bag. Do let you boss know how you felt and let him/her handle it the way they feel fit. I wouldn't go off on a client ever though.
COMPLETELY true, however there is a limit to what's acceptable - IMO
Jan05Bride
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Re: need help communicating with a client...
Posted by MrsTC COMPLETELY true, however there is a limit to what's acceptable - IMO
I totally agree with you - but depending on your position, you may not be the one to 'spank' this person. It may be your supervisor or even their supervisor. Handling clients when you are in a service-oriented or relationship-selling industry is a very delicate matter and should be handled appropriately - not by sheer emotion from a disgruntled employee.
CherylBooch
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Re: need help communicating with a client...
Posted by Donna
play dumb. Play the message for your boss and ask he/she how you should respond since you've never dealt with this before.
This way you're covering yourself but now someone else will know about the message.
This is how I would handle it... and exactly how I handled a similar situation that happened to me earlier this week.
