Final answer:
To reduce customer emotion in frustrating or angry situations, it is helpful to adopt a positive perspective, act reasonably, and engage in productive conversations.
Step-by-step explanation:
To reduce customer emotion in situations when frustration or anger exists, there are several strategies that can be implemented:
- Adopt a positive perspective: By anticipating that aspects of a job or situation may be different from initial expectations, frustration can diminish. Taking a long-term positive perspective can also help change the view of the situation.
- Act reasonably and less emotionally: Instead of getting angry or frustrated, try finding alternative solutions or approaches to the problem. For example, rather than throwing a tantrum when something isn't available, consider earning money to buy it.
- Engage in productive conversations: After a conflict, having a conversation to repair wounded feelings and promote mutual understanding is important. Using careful language and asking open-ended questions can facilitate learning from others' perspectives.