What is the appropriate approach when dealing with an upset customer?

Listening to the entire customer's story without interrupting is crucial in resolving conflicts or dissatisfaction. This approach demonstrates empathy and shows the customer that their concerns are valued. When customers feel heard, they are more likely to calm down and appreciate the effort being made to understand their situation. Active listening can help identify the root of the issue and signal to the customer that their feelings are legitimate, paving the way for finding an appropriate solution.

In customer service, taking the time to listen allows you to gather valuable information that may lead to a more effective solution than if you were to provide an immediate answer without context. This practice builds trust and rapport, which can result in a more favorable outcome for both the customer and the business.