Using empathy can help diffuse angry customers

Showing empathy can often help diffuse angry customers. When engaging in conversations with a customer try using comments such as:

“I would be disappointed, too, if that happened to me.”

“Oh, no that’s not suppose to happen”

“I can understand why this is a concern”

Relating to a customer emotionally can often turn a difficult situation into one were the customer feels at ease and connected.

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