Which technique can help calm an upset customer?

Expressing empathy and understanding is a vital technique when dealing with upset customers because it acknowledges their feelings and shows that you care about their situation. When a customer feels heard and understood, it can significantly reduce their frustration and create a more positive interaction. Empathy helps to build rapport and trust, allowing for a more constructive dialogue that may lead to a resolution.

This approach involves actively listening to the customer's concerns, validating their feelings, and communicating that their emotions are justified. By doing so, you create an environment where the customer feels safe to express their dissatisfaction, which can lead to a more effective problem-solving process. Overall, demonstrating empathy can turn a negative experience into a more favorable one, enhancing customer satisfaction and loyalty.