FIVE Magazine YB - VOL2 - Page 22

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