Don’t Apologize to Angry Customers
Working in customer service can be draining, especially when dealing with angry customers. While your first instinct may be to apologize, doing so can sometimes backfire, making the customer think you’re admitting fault. Instead of saying “I’m sorry,” acknowledge their frustration and offer a solution.
For example, you could say, “I understand this is frustrating, let me help fix it for you.” This approach keeps the conversation constructive and steers it toward resolving the issue without fueling the customer’s anger.
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