In dealing with clients, how do you calm them down when they are gripping/yelling or crying to you? Do you wait until they are finished or do you ask them to call back and talk to you when they calm down? What is your take on that? For myself, I find it better they have their meltdown while on the phone with me so that once they are done getting it out of their system we can answer their questions, find a resolve for them regarding their case.

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I do what you do and talk to them very calmly. Providing empathy. 9 times out of 10 they settle down and we can go forward. If you ask them to call back then to them it may feel like it is another person who does not care and then make it extremely hard to work with through the rest of their case.

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I try to listen and hear them out, if they are screaming at me, then I have permission to let them know I am hanging up bc we don't tolerate that type of behavior. Luckily I've never actually had to do that. Most clients just want to vent which is always on the staff never at the actual attorneys, they know they need their help so they are usually nice to them.

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Good rule of thumb is to stay on the line until someone answers or, if the call is going to voicemail, let the person know that no one is available, they can leave a message or call back. Just saying. 😁

I've mostly been in-house but had the pleasure of dealing with escalated customer service issues in a previous work life. I would always let customers air all their grievances before I would speak to them. The only time I would interrupt is when they would direct profanity at me. In those cases, I would ask them not to use profanity with me because I would not do that to them. After a few changes I would warn that I would disconnect the call if they continued. Usually, they would calm down before I had to end the call but a few times I had to hang up.

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I have not needed to do this in many years, I work at a different kind of firm.

In the past, I used to let them vent and get that out of their system. Listen actively, provide empathy, and try to get them to understand the process. Worked some times but some times they were not willing to listen but did appreciate the ear.

You can only do your best for them.

It depends, if the person starts being downright abusive to me, I have said “I am going to hang up now and you can call me back when you’ve calmed down and are ready to discuss this cordially.” If they’re just ranting, let them get it out. An attorney told me that if you let them just say it all, then a lot of times when they finish they’ll be ready to actually talk.

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