Final answer:
When handling a customer upset about a discontinued product, empathize with their frustration, offer alternative solutions, apologize, and assure feedback will be shared.
Step-by-step explanation:
When handling a customer who is upset about a discontinued product, it is important to empathize with their frustration and validate their feelings. Start by actively listening to the customer and letting them express their concerns. Then, offer alternative solutions or similar products that may meet their needs. Additionally, apologize for any inconvenience caused and assure the customer that their feedback will be shared with the appropriate department.
For example, you can say:
"I understand how frustrating it can be when a product you love gets discontinued. I sincerely apologize for any inconvenience this may have caused. We value your feedback and I will make sure to pass it along to our product development team. In the meantime, let me offer you some alternative options that might interest you."
This approach shows that you care about the customer's concerns and are willing to assist in finding a suitable solution. By addressing the issue in a professional and understanding manner, you can help mitigate any negative feelings the customer may have.