Dealing with difficult clients can be… well, difficult! It doesn't have to be. Resolving difficult situations with discretion and grace might even end up turning an unhappy client into a raving fan!

If you and your team find yourselves in less-than-pleasant interactions with clients, having a plan is useful so you are better equipped to handle these situations with ease and grace. If a complaint comes in by email or though your website then pick up the phone and speak to the person or arrange to meet them in person. 

Prep yourself mentally - Having the right mental attitude will help prevent your buttons from getting pushed and enable you to respond in a calm and professional manner. Remind yourself that the client isn’t necessarily mad at you, but at the situation.

Really listen to the client and empathise with them - Put yourself in their shoes and understand that they're having a difficult time as well. This will help you be more patient and compassionate, and ultimately handle the situation successfully.

Be discreet - If possible, don't deal with the situation in a public place, like the reception area. Invite the client to speak to you privately in a meeting room or your office, if you have one, and go from there.

Be aware of your non-verbal cues - What you DON'T say speaks volumes. Be mindful of the non-verbal cues that you give off. Actions such as rolling your eyes, looking bored, and pointing your fingers, can aggravate the situation.
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Compensate for their discomfort if necessary - Taking this step isn’t always necessary and depends on the situation. For instance, if the issue is due to an error on your part, can you do something extra for the client? - such as providing a discount as a way to apologise.