Begin by apologizing for any inconvenience caused. I can see why you're upset. Then respond with an "S," which stands for sympathy and empathy. Pretend you're the one having the issue.
What should you say to a dissatisfied customer right away?
Acknowledge their distress The customer's first request is for you to acknowledge that something has upset them. "I can see you're upset, and I'm so sorry" is one way to acknowledge their feelings without taking responsibility.
The first thing you should do when dealing with a irate customer is
An angry customer wants to express their feelings first. They require a listener to accomplish this, and you are that person, for better or worse. As long as the customer feels that their complaint is taken seriously, listening patiently can help defuse the situation. Take them all in.
Learn more about sympathy here:
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