How to Calm an
Angry Customer
Say it again.
Without using the angry words,
paraphrase the customer’s issue to
confirm you understand the situation.
This allows your customer to clarify
anything he/she doesn’t feel you
understand correctly.
Reign in the Customer.
Let the customer know he/she can
be angry (but never abusive) by validating emotions. Show some empathy for the situation with phrases such
as, “I can see why you’d be upset”
or ( Ŗ