Final answer:
Ignoring customers' concerns is NOT a principle to follow when dealing with upset customers. Good customer service involves careful communication, active listening, and a focus on solution-oriented dialogue, as well as escalating the issue appropriately if it cannot be resolved.
Step-by-step explanation:
One key principle to remember when dealing with upset customers is to avoid ignoring their concerns or any aspects of the question being asked. Doing so is not conducive to providing good customer service. It is important to address every concern raised by customers earnestly. However, some principles that should be upheld include:
- Choosing words carefully to avoid escalating the situation.
- Staying calm and listening to understand the customer's perspective.
- Avoiding any insinuation that you're right and the customer is wrong—instead, remaining open and respectful.
- Asking open-ended questions to gain a clear understanding of the issues at hand.
- Restating the customer's position to affirm that you are actively listening and to prevent misunderstandings.
- Focusing on finding a solution rather than assigning blame.
If the conflict cannot be resolved, seeking assistance from a supervisor or HR department is an advisable step.