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Dealing with upset customers can be challenging in customer service. It's important to remember that the customer is frustrated with the situation, not with you personally. Angry customers often lack objectivity, so focus on diffusing their frustration before attempting to resolve the issue. Allow the customer to vent their feelings without interruption or contradiction, even if you believe they are wrong. Confrontation can lead to escalation, so your primary goal should be to calm the customer down. This approach enables a more constructive conversation to follow, ultimately leading to a better resolution.
