Final answer:
The partner technique helps defuse angry customers by using strategies such as choosing your words carefully, listening to the other side of the story, asking open-ended questions, and focusing on problem-solving.
Step-by-step explanation:
The partner technique can help defuse angry customers by employing several strategies:
- Choose your words carefully: Using calm and respectful language can prevent further escalation.
- Listen to the other side of the story: This shows empathy and helps to understand the customer's perspective.
- Avoid suggesting right or wrong: Remaining open and respectful can prevent the customer from becoming defensive.
- Ask open-ended questions: Instead of stating your case, ask questions to gather more information and understand the customer's position.
- Restate what you heard: It affirms that you were actively listening and minimizes misunderstandings.
- Focus on problem-solving: Rather than blaming, concentrate on finding a solution to the problem at hand.
- Seek assistance if needed: If the conflict cannot be resolved, involve a supervisor or HR department to help address the issue.