RULE NUMBER 8
Handle difficult situations sensitively.

If the customer gets upset, remember these 10 steps:

1. Show empathy that you understand their situation. “I’m sorry.”
2. Encourage venting to help them get rid of their anger. “Please tell me what happened.”
3. Stay objective and don’t take it personally. “I can understand how you would feel that way.”
4. Remain calm to the situation by remaining peaceful. “I believe we can resolve this.”
5. Listen attentively, and show you are listening. “Aha, yes. I see.”
6. Take responsibility and show urgency. “I will make sure this problem is resolved ASAP.”
7. Involve the customer in the solution. “How would you like this to be handled?”
8. Give added value.
9. “Another way we can help resolve this situation is…”
10. Provide an action plan. “This is what I propose to do.”