Stay calm and keep your tone steady
Listen without interrupting
Acknowledge the customer’s frustration
Apologize sincerely when appropriate
Ask clarifying questions
Focus on the issue, not the emotion
Offer clear next steps
Set realistic expectations
Take ownership of the problem
Keep your language polite and professional
Avoid arguing or blaming
Use the customer’s name when appropriate
Summarize the problem to confirm understanding
Provide options or solutions
Escalate if needed
Follow up to ensure resolution