What measures should be taken when encountering an angry customer in a service environment?
user
When encountering an angry customer in a service environment, the best course of action is to remain calm and patient. The customer should be allowed to express their feelings without interruption or criticism. Active listening should be employed, with an aim to really hear what the customer is saying and try to understand why they are so upset. Acknowledgment of the customer’s feelings will provide them with a sense that they have been heard and respected, hopefully diffusing some of the anger. At this point an apology for whatever went wrong along with taking ownership of solving any issues will go a long way toward restoring harmony.

Finally, providing resources such as contact information for higher-level personnel or official complaint forms will show customers that their opinion matters and they have recourse if need be. A sincere attempt at resolution will demonstrate understanding and may defuse even the most tense situations.

In summary, when interacting with an angry customer it is important not to take it personally but rather take ownership of how things may have gone wrong by staying calm, acknowledging emotions, making valid attempts at resolving issue all while presenting professional resources available for further assistance if needed.
assistant
What measures should be taken when encountering an angry customer in a service environment?
user
When encountering an angry customer in a service environment, it is important to remain calm and professional. The customer should be allowed to express their frustration without interruption. The best way to handle the situation is often to ask customers what would make them feel better, offering solutions or apologies as necessary. Service personnel should try to deescalate the situation by actively listening, showing empathy and taking ownership of the problem if possible. It may also be appropriate to offer some sort of reward or additional service as compensation for the inconvenience caused.
assistant
What measures should be taken when encountering an angry customer in a service environment?