When a customer is angry, raises their voice, or chooses to use you as their punching bag, it can be easy to take it as a personal attack and shut down, become defensive, or just plain mad.
The good news is, it’s never really about you. Instead of creating a story in your head where you’re the villain, decide to be the hero and come to the rescue!
Listen, acknowledge their concern, and offer comfort.
Identify the root of the problem and pull out all the stops! Do everything you can to turn the situation around.
How have you flipped the script? Tell us about your happy ending at firstname.lastname@example.org.