Emotial Client
Attorney
(866) 735-1102 Ext 415
Dealing with an emotional client over the telephone is probably one of the most difficult things you can encounter. These clients are often in pain and frequently taking pain medication. Because they are not able to work they are under heavy financial strains. They are looking for sympathy and are angry at our legal system because it is too slow to handle their problem now!!.
They are often focused on their case; feeling very sorry for themselves and angry at the fact that the legal system is too slow, and too inadequate, to handle their situation promptly
. We often believe the main purpose for these calls is to get information to us or give information to us. What the client really wants to know is that you understand them, are sympathetic, and that there is hope for them at the end of the tunnel.
One technique when handling these clients is:
As the client speak it is useful just to rephrase what they have said, repeat it back and say something like, "I understand
. However, don't use a condescending tone. Clients can pick up on that type of phoniness. Remember, the client wants to know you understand and care.
Let the client vent maybe 10 minutes, then in a polite manner, move the conversation towards something positive. Say something like "I'd like to help you. Is there anything I can do for you right now?" If you can't satisfy their need, ask if they would like to meet you in person.
This approach does work when dealing with an emotional client.