If a client is being pushy, what should you do to help them?

Empathizing and directing the conversation is an effective way to handle a pushy client because it acknowledges their feelings and concerns, which can help to de-escalate any tension. When you show empathy, you validate their feelings, making them feel heard and appreciated. This approach can foster a more positive interaction and demonstrates your commitment to providing them with the assistance they need.

After establishing empathy, directing the conversation allows you to steer it in a more constructive way while addressing the client's needs or concerns. This can involve asking clarifying questions or setting boundaries around what can be discussed or resolved at that moment. This method not only resolves the immediate issue but can also lead to a better overall relationship with the client, as they will feel respected and valued.

This strategy contrasts with the other options, which may not effectively address the client's behavior or needs. Ignoring a pushy client could lead to frustration and further escalation. Transferring the call to a manager might not be necessary and could leave the client feeling dismissed if they simply needed guidance. Asking them to wait can also come off as dismissive and may contribute to their pushiness, rather than resolving the issue collaboratively.