Final answer:
The statement is false; dealing with an angry customer requires staying calm, actively listening, using open-ended questions, and focusing on solving the problem rather than agreeing with the complaint.
Step-by-step explanation:
When dealing with an angry customer, you do not have to "play devil's advocate" by agreeing with the complaint; the statement is false. Instead, it's crucial to choose your words carefully to avoid escalating the situation. It's important to stay as calm as possible and actively listen to the customer's concerns. Avoid suggesting that you're right and the customer is wrong, and maintain an open and respectful communication channel.
One effective method is to communicate by asking open-ended questions to understand the customer's position better, rather than trying to impose your own view. Restating what the customer says can be affirming and help avoid misunderstandings. Remember, the focus should always be on solving the problem, not assigning blame. If the conflict is not resolved, it may be necessary to consult a supervisor or the HR department.
An example from a real-life scenario demonstrates the approach well. As a lunch-hour manager at a fast food restaurant confronted with customer complaints about a confusing payment line system, the manager listened to customer feedback, consulted with service clerks, and implemented a practical solution with floor markings to guide customers. This action led to enhanced customer satisfaction, reduced stress for clerks, and more efficient service.