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You’re dealing with a difficult client. How can you keep your cool and stay professional?

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As a corporate accountant, you may encounter clients who are demanding, rude, or unreasonable. These situations can be stressful and frustrating, but they also require you to maintain your professionalism and composure. How can you handle difficult clients without losing your cool or compromising your work quality? Here are some tips to help you cope and resolve conflicts effectively.

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CA Ravi Thanki

I practice audit and assurance, financial reporting, and tax compliance.
Bassem Reda

Deputy Manager @ QNB | MBA in progress
Juan Pitta

Audit | Internal Controls | Advisory | Tax | Human Resources

1 Understand their perspective

The first step to dealing with a difficult client is to try to understand their perspective and needs. They may have high expectations, tight deadlines, or complex problems that make them anxious or impatient. They may also have different communication styles, cultural backgrounds, or preferences that affect how they interact with you. By empathizing with their situation and showing respect, you can build rapport and trust with them. You can also ask open-ended questions, listen actively, and clarify their goals and expectations to avoid misunderstandings and confusion.

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Juan Pitta

Audit | Internal Controls | Advisory | Tax | Human Resources
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Manter a calma e se manter profissional s?o habilidades importantes para lidar com as situa??es de press?o e estresse no ambiente de trabalho. Algumas dicas para desenvolver essas habilidades s?o: organizar a rotina, definir prioridades, evitar discuss?es, controlar a respira??o, pensar positivo, agradecer pelas conquistas, separar as tarefas pessoais das profissionais, cuidar da saúde física e mental, e buscar apoio quando?necessário.

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CA Ravi Thanki

I practice audit and assurance, financial reporting, and tax compliance.
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Clients are individuals with emotions, feelings, and unique perspectives. To better connect with them, I empathize by putting myself in their shoes, comprehending their opinions, and understanding their priorities and expectations. Active listening is a key component in my communication, enabling me to identify if a client is navigating deadline projects, which could influence their behavior. Encountering clients from diverse backgrounds, cultures, and communication has been a valuable experience. I am consistently curious about meeting them and understanding their specific preferences. This attentive approach fosters stronger relationships and helps tailor my interactions to align with each client's individual characteristics.

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2 Stay calm and professional

The second step to dealing with a difficult client is to stay calm and professional, even if they are rude or aggressive. You can control your emotions and reactions by taking deep breaths, pausing before responding, and using a polite and neutral tone. You can also avoid taking their behavior personally or escalating the conflict by using positive language, acknowledging their feelings, and apologizing if necessary. You can also set boundaries and limits on how and when you communicate with them, and document your conversations and agreements in case of disputes.

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CA Ravi Thanki

I practice audit and assurance, financial reporting, and tax compliance.
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While interacting with the client - 1. Stay calm. 2. Do not take it personally. 3. Keep your communication tone neutral. 4. Have active listening and do not interrupt. 5. In case the client is running through rough experiences similar to one you have faced earlier, try to explain them with empathy. 6. Apologize in case necessary. 7. Take ownership of the work and explain them how you can fulfill the work. 8. Be very honest in case of completing the work if you can achieve it within the timelines then only make commitments, else, it is better to inform the realistic deadlines.

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Bassem Reda

Deputy Manager @ QNB | MBA in progress
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You must understand core reason behind customer situation quickly prior to handle him professionally quick fast action will cause handle customer successfully and must before esclation of situation Customer may have 100% right for his anger,he may recieve less expectations be professional ,control emotions and keep neutral tone till reaching a point that customer understand you are supporting him not against him then he will listen to you and not only solve the current confilct but will build excellent relationship and trust You must understand the situation quickly as sometime customer may be trouble maker need to have always exception that may not be applicable or against rules ,in that case strict and crucial deal may be the best .

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3 Focus on solutions

The third step to dealing with a difficult client is to focus on solutions, rather than problems or blame. You can demonstrate your expertise and value by providing clear and accurate information, explaining your reasoning and methods, and offering alternatives or suggestions if possible. You can also involve them in the decision-making process and ask for their feedback and approval. You can also follow up with them regularly, update them on the progress, and deliver the results on time and within budget.

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CA Ravi Thanki

I practice audit and assurance, financial reporting, and tax compliance.
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Instead of discussing the past story of the project, take the ownership & responsibility of the work with full heart and provides solutions in terms of strategy to be adopted to complete the task. In case of missed deadlines, prepare plan with task and attached timelines, deploy additional resources if required and communicate this to client. In case of information requested not received, have a gentle follow-up email and call conversation.

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4 Learn from the experience

The fourth step to dealing with a difficult client is to learn from the experience and improve your skills and processes. You can reflect on what went well and what went wrong, and identify the root causes and the lessons learned. You can also ask for feedback from your colleagues, managers, or mentors, and seek advice or support if needed. You can also use the opportunity to enhance your communication, negotiation, and problem-solving skills, and apply them to future situations.

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Bassem Reda

Deputy Manager @ QNB | MBA in progress
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Handle customers need continuous experience and always desire to develop skills by assess the daily situations with dealing with customers specially controlling our emotions at height work pressures Being professional in handle client is very important competence

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CA Ravi Thanki

I practice audit and assurance, financial reporting, and tax compliance.
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After completing project, spending few moments to reflect on the following factors: 1. Technical challenges faced and resolved. 2. Any difficulty in client communication and approach adopted. 3. Readiness of information from client.

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5 Know when to walk away

The fifth step to dealing with a difficult client is to know when to walk away, if the situation becomes unbearable or unproductive. You may decide to end the relationship if the client is abusive, dishonest, or unreasonable, and if they violate your contract, policies, or ethics. You may also consult with your supervisor or legal counsel before making this decision, and inform the client in a respectful and professional manner. You may also refer them to another accountant or firm, if appropriate.

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CA Ravi Thanki

I practice audit and assurance, financial reporting, and tax compliance.
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In my previous experiences, I was an integral part of a team where I sought guidance from senior colleagues to discuss the situation and share the story. Eventually, we collectively decided to part ways.

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6 Keep a positive attitude

The sixth step to dealing with a difficult client is to keep a positive attitude and not let the stress affect your well-being or performance. You can cope with the pressure by taking breaks, exercising, meditating, or doing something you enjoy. You can also celebrate your achievements, reward yourself, and appreciate your strengths and abilities. You can also remind yourself that difficult clients are not the norm, and that you have many satisfied and loyal clients who value your work and service.

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Tomi Akinwale ACCA, ACA, ACTI, B.TECH, FMVA, AAT.

Tax | Deloitte | Financial Reporting & Modelling |
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You must show emotional intelligence. Before reacting, step back and take a few deep breaths. This will help you calm down and approach the situation rationally. Remember, your emotions can escalate the situation, so prioritize remaining calm and collected.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You’re dealing with a difficult client. How can you keep your cool and stay professional?

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1 Understand their perspective

2 Stay calm and professional

3 Focus on solutions

4 Learn from the experience

5 Know when to walk away

6 Keep a positive attitude

7 Here’s what else to consider

Corporate Accounting

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