Final answer:
When a customer service professional is upset by a customer or the situation, they can take a break, breathe deeply, and remember not to take it personally. They should also choose their words carefully, listen to the customer, and focus on problem-solving. If needed, they can seek assistance from a supervisor or HR department.
Step-by-step explanation:
When a customer service professional is upset by a customer or the situation, there are several recommendations they can follow to handle the situation professionally:
- Take a break - stepping away from the situation temporarily can help calm emotions and gain perspective.
- Breathe deeply - deep breathing exercises can help reduce stress and promote relaxation.
- Don't take it personally - it's essential for customer service professionals to understand that the customer's frustration is not directed toward them personally, but rather the situation or issue at hand.
Additionally, it's important to:
- Choose words carefully to avoid escalating the situation.
- Stay calm and listen to the other side of the story.
- Avoid asserting that you are right and the customer is wrong, instead, remain open and respectful.
- Ask open-ended questions to understand the customer's position better.
- Restate what you heard to show that you were actively listening and to avoid misunderstandings.
- Focus on solving the problem instead of blaming the customer.
- If unable to resolve the conflict, reach out to a supervisor or HR department for further assistance.