Bankers have to do what they can to keep their clients happy. Their number one focus will always be to see to the client’s needs and keep their client’s money safe. Keeping their cool with an irate client can become one of the most difficult parts of the job. A bank promises to always be there, but when a client walks out because of terrible service, it slowly allows for more clients to follow suit.
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Always keep your composure
No matter how difficult a client may be, it’s in the best interest of the company for a banker to always keep their composure. Allow for the client to vent and let off steam. Once they have settled down you can begin the process of trying to figure out how to assist the them. The best you can do when faced with an ill-tempered client is to let them know you’re on their side. Telling them to calm down may only escalate the situation. If you let them know you are willing to help they will be more responsive instead storming through the turnstiles.
Be firm and stand your ground
No matter how patient you are or how much empathy you show to your client and their situation , if they’re angry they won’t stop ranting. If a client is out of line you have every right to speak up and firmly tell them that their behaviour is unacceptable. If all else fails and they don’t listen to reason you can tell them if they can’t conduct themselves professionally, you will walk away.
Make respect a factor
Respect in a business is very important. Keep in mind that as a banker, you’re viewed as the face of the company. What you say to a client is not seen as your personal opinion, it’s seen as the bank’s opinion. As such, you can be held liable for any damage to the company reputation. It’s important to always have a respectful tone and not one that is harmful or offensive to the next person. Remember, it’s not what you say it’s how you say it. Speak slowly to ensure that you are being heard and to allow for your emotions to be kept in tact. This manner of speaking can turn around any hostile situation. Talking too quickly can make you sound nervous and frustrate the other person which only adds to the chaos.
