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[Music] dealing with an upset customer may be the most difficult aspect of customer service hi this is jason how can i help you this afternoon you tell me im looking at my new statement and i see that you people have charged me again for the same fees ive been calling about for months now im sick and tired of being told that its handled when pretty clearly its not thats not easy to even listen to so how do you respond to it in a way that will help first remember that the customer isnt upset with you theyre upset with the situation dont take it personally then remind yourself that angry customers often struggle to be objective so before trying to resolve the problem its important to diffuse the customers frustration so how do you do that start by allowing the customer to vent it isnt easy and its really pretty but try not to interrupt or contradict the customer even if you believe theyre wrong confrontation will lead to escalation and the goal is to calm the customer down
