Final answer:
The first step in meeting an upset customer's emotional needs is to listen and empathize with their concerns. Stay calm and composed, and seek to understand the root cause of their dissatisfaction.
Step-by-step explanation:
The first step in meeting an upset customer's emotional needs is to listen and empathize with their concerns. By actively listening and showing understanding, you can validate their emotions and demonstrate that you care about their experience.
Next, it is important to stay calm and composed to avoid escalating the situation further. Responding with patience and a level-headed approach can help diffuse tension and make the customer feel heard.
Lastly, seek to understand the root cause of their dissatisfaction by asking open-ended questions. This allows you to gather more information and address their concerns effectively.