Final answer:
The 5 key steps to calming an upset customer are: choose words carefully, stay calm, listen, remain open and respectful, and focus on solving the problem.
Step-by-step explanation:
The 5 key steps to calming an upset customer are:
- Choose your words carefully so as not to inflame the situation.
- Stay as calm as possible and listen to the other side of the story.
- Avoid suggesting that you're right and the other person is wrong, remain open and respectful.
- Try asking open-ended questions to learn more about the other person's position, rather than stating your case.
- Restate what you heard the person say, to let them know you were listening and to avoid misunderstandings. This can have a very affirming effect.
It is important to focus on solving the problem rather than blaming the other person. If you're not able to resolve the conflict, you may choose to speak with your supervisor or HR department.