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Problematic Situations in Client Communication
Problematic situations in communication with clients and helping professionals arise everywhere and are the norm of interpersonal communication. One of these difficulties can be a different cultural barrier between employees and customers. As a rule, this happens with clients from other countries or other cultural backgrounds. In this case, the helping professional must consider possible collisions and study the traditions and some features of the area where the clients come from.
Additionally, problems may arise as a result of language differences. Misunderstandings and clarifications due to such complexities are frequent and intractable difficulties. In such a situation, it can help to provide official documentation to avoid long explanations that can cause even more confusion (Smith & Williams, 2018). Moreover, the client may think that the required service will be delivered quickly and immediately. This understanding of the work can lead to subsequent conflicts or disputes. It is the responsibility of professionals to help to clearly explain to clients the deadlines and possible delays in the provision of services from the company.
Not to mention the fact that customers may not fully understand the operation of a product or service when answering a clients question, you do not need to speak monotonously and uninterestedly. During the monologue, the helping profession must understand the persons reaction, especially if the sale is carried out by phone. Therefore, it is important to ask open-ended questions so the client can accurately understand the plan and process for providing the service. Finally, the client may express excessive anxiety and worry due to fear of problems or loss of funds. In this case, the task of helping a professional as an employee is to show empathy and patience. Understanding the source of his disappointment and showing that such a situation can be avoided is necessary. The fact that a company representative can sympathize with the clients problem will help him calm down.
Reference
Smith, D. G., & Williams, C. A. (2018). Business Organizations: Cases, Problems, and Case Studies. Aspen Publishers.
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