Phrases to use with Upset Customers
Never Argue with a Customer

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When a customer is upset and angry, they need to hear that you care about them and their problem. What you say and how you say it can make the difference between further upsetting the customer or calming him down. Rule #1: Never argue with a customer. Even if you are right and the customer is wrong, you can’t win. You will only make the customer even angrier and less willing to listen. You must first listen to the customer without interrupting. Then, you can use the following steps to resolve the issue.