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How To De- Escalate An Angry Customer

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Stay Calm

When customers come to you in a rage, it's always a good idea to remember that they are upset with the circumstance, not with you. Thus, it would help if you kept your composure and did not take offense to their rage.

Listen Actively

You should pay great attention when you are speaking with a customer. To demonstrate that you are paying attention, you should nod and make eye contact with the customer. It's also a good idea to let the customer finish speaking before interrupting them.

Identify The Problem

Finding the customer's issue is the next goal after attentively listening. It would help if you considered what you heard the customer say and tried to identify the issue in your mind. It will be easier to develop a solution if you can recognize your customer's problem.

Provide A Solution

Developing a solution for the customer should be your next objective after finishing all of the previous steps. To make the customer feel that their problem is significant, you should at least show empathy even if you are unable to provide a solution.

Let's Put Everything Together

Knowledge Check

Knowledge Check

Knowledge Check

Quiz completed!

Congratulations, you are now a master of dealing with angry customers.