When you can’t get an angry customer to shut up, try this.
Include him. Use inclusive words – you, us, we – to make him part of the solution to his problem and his anger.
Try one of these approaches:
- Teamwork. “We’re going to get to the bottom of this now.”
- Inclusion. “Let’s see if we can find a way to solve this situation quickly.”
- Authority. “Do you want me to offer a few possible solutions now, or do you want to tell me more?” (He’ll likely go for a solution!)
