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In part one, we learned the importance of completing the communication chain by acknowledging customers when they are angry. In part two, we will provide phrases to acknowledge a customer's concerns, whether due to anger or frustration. Suggested phrases include, "I realize you are upset," which addresses the concern directly, and, "I realize how complicated it is," tailored for situations where customers must file complaints. These phrases can be used as they are or customized to fit specific situations, emphasizing the need to respond to customers' emotional cues effectively.
