Stay calm and professional
Listen without interrupting
Acknowledge the customer’s concern
Use a polite and respectful tone
Ask clarifying questions
Apologize when appropriate
Focus on the problem, not the person
Offer clear solutions
Set realistic expectations
Keep your body language open and neutral
Avoid arguing or becoming defensive
Repeat the issue to confirm understanding
Escalate when necessary
Follow company policies
Document the interaction
Stay patient and empathetic
Offer alternatives if the first solution is not possible
Maintain control of the conversation
End the interaction respectfully