Question

remind yourself that the customer is not angry with you, they are upset with the problem. trying to empathize with them and help them solve it is a way of _______ stress.

Answer 1

Emotion-focused coping involves empathizing with the customer and helping them solve the problem they are upset about, reducing stress for both parties.

Step-by-step explanation:

Emotion-focused coping is a way of reducing stress by changing or minimizing negative emotions associated with stress. Instead of focusing on the problem itself, this coping strategy involves efforts to empathize with the customer and help them solve the problem they are upset about. By understanding that the customer's anger is directed towards the problem and not towards you personally, you can approach the situation with empathy and provide assistance in a calm and respectful manner. This can ultimately reduce your own stress levels and contribute to a more positive outcome.