Final answer:
Customer service professionals should stay calm, avoid arguments, and focus on problem-solving when upset by a customer or situation.
Step-by-step explanation:
When a customer service professional is upset by a customer or the situation, there are several recommendations they can follow:
- Stay calm and listen: It's important to remain calm and attentive, focusing on the customer's concerns without getting defensive.
- Avoid arguments and blame: Instead of trying to prove that you're right and the customer is wrong, try asking open-ended questions to understand their perspective.
- Focus on problem-solving: Rather than dwelling on the negative emotions, shift your attention towards finding a solution to the problem at hand.
By choosing words carefully, customer service professionals can prevent further aggravating an already tense situation. Listening actively involves restating what the customer has said to ensure there are no misunderstandings and can affirm that their concerns are being heard.
Keeping the focus on problem-solving, asking open-ended questions to gain better insight, and avoiding suggesting that you're right and the customer is wrong are critical elements in resolving conflicts effectively. In cases where a resolution is not immediately possible, it's advisable to consult a supervisor or the HR department.