Stay calm and keep your tone steady
Listen without interrupting
Let the customer express their concern
Acknowledge their frustration
Apologize sincerely when appropriate
Show empathy and understanding
Ask clear questions to identify the issue
Repeat the problem back to confirm understanding
Focus on facts, not emotions
Avoid arguing or blaming
Offer a realistic solution
Explain next steps clearly
Take responsibility for what you can fix
Escalate the issue if needed
Set respectful boundaries if the customer becomes abusive
Follow up to ensure the issue is resolved
Document the conversation and outcome