The keys to manage emotional involvement with client

emotional involvement
emotional involvement

The three keys to managing the emotional involvement with the client

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When customers call for the first time to report an incident with their service or product they are usually angry at the brand. The person who answers the call has no responsibility for the client’s anger.

However, we tend to get emotionally involved, reacting with the same level of anger with which the client is treating us.

We discover three keys to positively manage this emotional involvement with the client:


Responding to a client from the point of view of “I am right” has nothing to do with responding from the point of view of “my goal is to resolve the conflict.” Therefore, we recommend that you change your perspective of the situation. Avoid getting into the discussion about who is right. It is more effective and positive to focus on resolving the conflict.


Since your role is no longer to defend against the attacks of a furious client, it is not necessary to enter into discussions or defensive attitudes.

The new role you can adopt is that of facilitator of solutions. This role includes:

  • Understand well what is the real problem of the client
  • Ask intelligent questions
  • Know perfectly the protocols and processes of the company.
  • Use a tone of voice, volume and intonation suitable for the client to calm down and be more receptive to collaborate in the resolution of the conflict.
  • Use phrases of the type: “Mr … I’m here to help you”, “Surely we can solve it between the two”, “I understand your anger and I would like to reach an agreement with you to solve it”.
  • Mastering emotional intelligence skills.


Finally, you must trust that if you treat the angry customer correctly, they will react favorably.

By transmitting that security of doing things well (not entering into a personal war, but solving a labor issue), the client will react: reduce their level of stress, their anger and tone, the vocabulary and attitude will change, being able to redirect a Easier way the situation.

You must also ensure that you are sure of:

  • What is negotiable and what is not.
  • Be able to identify the emotion of the client (see typologies of clients) and control your impetus to increase the volume of voice, increase the aggressiveness of your intonation and master your vocabulary.
  • Have the necessary negotiation skills.

Reflection question: What do you think when you feel attacked by your clients? What role is more appropriate to adopt?

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Four frequent mistakes when using assertiveness in customer service

Assertiveness in customer service is one of the basic tools, especially in situations of conflict, complaints, incidents or claims

Every Thursday we bring you advice related to the world of Contact Center and Customer Service. Today we will see what are the main errors of managing conflict situations in a call.

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The most frequent errors are:

Convince the client that he is not right. Enter into discussions, get on the same level as the interlocutor regarding bad language.

  • Instead, you must listen more than talk. We should not take the client’s anger as personal. We have to adopt a professional attitude.

Use a telephone communication full of ambiguities and without concretions.

  • To avoid this, you must achieve effective communication. Ask specific, concise and clear questions that have concrete answers and are simple for the client. You should also avoid abstract concepts. It is better to talk about concrete examples according to the information that the client gives you or with examples of other cases in similar situations.

Demonstrate superiority through aggressive language and expressiveness.

  • It is more effective to convey security, sincerity and tranquility. If all the conversation insists on these principles, the client will tend to imitate this behavior.

Disregard the opinion or knowledge of the client.

  • Many times we already know that the customer is not right. The mission of the telephone manager is to provide fair information so that the client can tell and offer an alternative solution.

Just as managers must be assertive, customers can also be assertive.

One of the basic tools of telephone communication is assertiveness.

We say that a person is assertive when:

Express opinions

Translated into the language of customer service we can say that we must respect the opinions of our client. Take into account that the client has information about his case and some acquaintances. We can have information on many cases similar to those of the client. This information can be expressed assertively.

Defend your own rights freely,

The customer who claims his service or product rights when he has paid for it is in his right. Only 1% of customers claim their rights, so we must make it an opportunity to offer a solution and build loyalty.

It does not allow others to take advantage of it.

If the client feels cheated, he becomes angry and stops being a client. It is your right. In order to maintain effective communication you must strive to be clear, concrete and concise to clear up confusion. Providing adequate information focused on the client’s objectives helps build trust.

It is considered with the feelings and opinions of others.

Since telephone communication is a two-way channel, assertiveness makes it possible to transmit an appropriate way to treat the interlocutor. As specialists in effective communication you must master this mechanism. It is about arguing calmly about the facts and neglecting the assumptions.

Every Thursday we will have a new tip in our blog.

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A company without its workers is nothing – Quality awards

Last Thursday, October 24, the Quality Awards of the third quarter of the year were awarded where the best workers are rewarded

The Customer Service Field Work Leader, Teresa Capsir, and the Quality Process Analyst, José Ramón Quesada, presented the quality awards for the third quarter of the year in Barcelona and Madrid. Winners were awarded with diplomas and gift vouchers from the English Court.

On this occasion we congratulate the following winners: Carles Mujal, David Blanchart, Jennifer Siso, Leonardo Ramírez, Mª Ángeles Collado, María Herrero, Sandra García, Sara Pozuelo and Sonia Guzmán. Congratulations to all!

Nine prizes are awarded each quarter, three for each service group (Call Center, Banking and Help Desk). Thus, all agents have the same opportunities to access them, regardless of their work group.

To prepare the list of quarterly awards, the agent’s permanence throughout the quarter between the top 10 positions in the quality ranking, as well as his average score obtained, is taken into account. With this assessment, the constancy and dedication in the day-to-day work of each agent is being given priority and rewards, since the purpose of these awards is to recognize and reward the efforts of people who, with the quality of their work, contribute to the success and growth of MST Holding.

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MST Holding, new partner of Barcelona Global

Barcelona Global is responsible for attracting foreign talent to work in the Catalan capital.

The Barcelona Global association has created a website with the aim of attracting international talent to the Catalan capital. The initiative, called Work in Barcelona, ​​aims to collect in the same portal all job offers that companies in Barcelona direct to foreign workers specialized in technology.

The intention of Barcelona Global is to add the more companies better – at least “some twenty” until the end of the year – and become the reference portal for job offers for foreigners in Barcelona. At MST Holding we are committed to the future and talent. With this initiative, we try to go further and attract foreign talent to our company.

In addition to collaborating in the experience of increasing the power of the “Barcelona” brand, the association believes that its initiative will also contribute to positioning Barcelona as a city to work in the digital sector, precisely one of the areas that recorded the highest growth in recent years and that regrets the lack of digital talent in the city. For this reason, Work in Barcelona is planned to be integrated into Barcelona Digital Talent, the public-private initiative promoted by Mobile World Capital, CTecno, Barcelona Tech City, 22 @ Network, Barcelona Global, Foment del Treball, Generalitat and the City Council from Barcelona.

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The five basic points of telephone attention


How should we communicate to be effective?

Good permanent personal telephone service is an added value for the company and a comparative advantage over the competition. Hence the relevance of the fact that any employee, and not only those of telemarketing, is able to manage with a minimum of guarantees a tool as seemingly simple and as daily as attention and telephone coordination.

Despite the fact that the MST Group has its own quality standard for telephone management, it is also worth taking a look at the five basic tips offered by experts on this issue and which are the following:

1. Speak slowly and clearly. If a potential customer calls for the first time, they may not understand a single word if they are answered quickly when reciting the name of the company and other basic information. This is even more important in the case where information is provided that needs to be noted.

2.-Initially provide identification data. It is necessary to provide at the beginning of the conversation the name of the employee, of the organization and of the department, requested or not by the interlocutor. This avoids confusion, unnecessary spending of time and possible loss of business opportunity.

3.-Require the data of the interlocutor. After listening to the initial approach of the interlocutor, those data that allow the identification and location of the same should always be required and noted, because the communication can be interrupted unexpectedly. Without this basic information no further management can be performed.

4.-Manage and coordinate the call. If an immediate response to the request cannot be given, consult the caller’s requirement, there are two basic procedures for action: call later with a defined response at a reasonable interval, or transfer the call to another relevant employee or department. In both cases, an issue should never be left unresolved, whether or not it is the specific responsibility of the person who first answered the call. The call must be returned inexcusably or ensure that the management has run its course and the matter is channeled.

5.-Give a correct and kind treatment. Although it may seem trivial to remember, the fact is that very few calls from clients or potential clients are of thanks or congratulations. A large part of the communications consist of complaints, claims and clarifications, and despite this, or better, precisely because of this, the attention and management capacity developed in these cases constitutes the best added value of the company to preserve Your disgruntled customers.

If you want to improve your company’s customer service department, you can purchase one of the Consulting C3 training courses.

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