Let angry customers make their complaints without interrupting. Try to detach yourself and focus on the core problem.
Defer judgment. Listen for the customer's feelings, but also objectively assess
the situation.
Be courteous and polite. Don't take the angry customer's venting personally.
Remember that you have coworkers and superiors to turn to for support if needed.
Pause for a few seconds after a customer finishes to be sure the customer's
thought is complete. Introduce yourself and say that you want to help solve
the customer's problem.
Make affirming statements and invite additional comments.
If a customer does not calm down, take his or her telephone number and promise
to call back in a couple of hours or at a specified time on the next day.
Decide how to resolve the problem. Explain to the customer the steps you will
take, not actions you can't take.
