TrainingBriefs® Diffusing Customer Emotions

Calming a frustrated customer requires strong interpersonal skills. First, you must be a good listener with the rapport building skills and empathy necessary to influence others. Next, you must be a proactive problem-solver. Last, but definitely not least, you must maintain a positive attitude.

You’re on the phone with a frustrated and (rightfully so) angry customer. They have had it and want to talk to a manager… what do you do? Calming a frustrated customer requires strong interpersonal skills. First you must be a good listener with the rapport building skills and empathy necessary to influence others. Next you must be a proactive problem-solver. Last, but definitely not least, you must maintain a positive attitude.

Your positive attitude will also help when you reassure the customer that you can help with their problem. The real difference in customer loyalty is YOU.