Final answer:
To handle a frustrated customer, listen to them, choose your words carefully to avoid worsening the situation, ask open-ended questions, and aim to solve the problem option (4). If a resolution is not possible, involve a supervisor or HR, and consider offering a refund or alternative solutions.
Step-by-step explanation:
When a customer is frustrated, the right approach is to first listen carefully to their concerns. It is essential to choose your words carefully so as not to exacerbate the situation and to stay as calm as possible. By listening, you validate their feelings, which can be very affirming.
Avoid suggesting that you're right and the customer is wrong; instead, remain open, respectful, and focus on problem-solving. Asking open-ended questions can help you better understand the customer's position and facilitate finding an appropriate solution.
If the issue cannot be resolved immediately, it may be necessary to refer the matter to a supervisor or the HR department. In some cases, offering a refund or another set of instructions, as suggested in option 4, might be an appropriate recourse to satisfy the customer and maintain a good relationship.