Final answer:
The most effective technique for dealing with an upset customer is active and empathetic listening. Ask open-ended questions, restate what you've heard, and focus on solving the problem rather than assigning blame. If necessary, escalate the situation to a supervisor or HR for further resolution.
Step-by-step explanation:
An effective technique for dealing with an upset customer is to listen actively and empathetically to the customer's concerns. This means giving the customer your full attention, acknowledging and validating their emotions, and showing understanding and empathy towards their situation. Interrupting the customer to provide a solution or blaming the customer for the issue are not effective techniques.
Interrupting the customer can make them feel disregarded and not listened to, while blaming the customer can escalate the situation and damage the relationship. Ignoring the customer's complaints is also not an effective technique. Ignoring the customer can leave them feeling unheard and unsatisfied, resulting in a negative experience and a potential loss of business. It is important to address their concerns and work towards resolving the issue.