'Is this the first time you've had this issue at our business? Can you tell me more about your previous frustrations, so I know specifically how to instruct our staff to improve customer experience?'.Again, don’t cut the customer off - wait for an opportunity for you to speak. If the customer is so worked up that they’re ranting instead of providing you with useful information that you could use to assess and resolve the situation, wait until there’s a gap in the conversation to ask guided questions that will help you understand what’s going on. X Research source In order to calm a customer down, you need to understand why they’re upset in the first place. Ask questions to better understand the problem.
