How to Deal with Difficult Clients and Case Complications
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Questions and Answers

Which of the following is NOT one of the 5 tips to handle difficult clients?

  • Make promises you can't keep (correct)
  • Escalate
  • Active listening
  • Show empathy

    • How often should you reach out to a Tier 1 client?

  • Once a month
  • Only when they reach out to you
  • Once a week
  • Every other day (correct)

    • What is a good strategy for active listening?

  • Ignore the client's concerns
  • Repeat the last few words of what the client is saying (correct)
  • Ask unrelated questions to show your engagement
  • Interrupt the client to show your understanding

    • What is the most important part of showing empathy?

    <p>Acknowledging the client's feelings and concerns</p> Signup and view all the answers

    Who can you reach out to when you're unable to de-escalate a difficult client?

    <p>Secondaries</p> Signup and view all the answers

    What are the benefits of building rapport with your client?

    <p>Potential referrals and bonuses</p> Signup and view all the answers

    What is the purpose of repeating the last few words of what the client is saying during active listening?

    <p>To make the client feel heard and understood</p> Signup and view all the answers

    What is the potential benefit of building rapport with your client?

    <p>Potential new referrals</p> Signup and view all the answers

    Why is it important to avoid making promises you can't keep?

    <p>To maintain trust and credibility with clients</p> Signup and view all the answers

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